Company Overview
[$COMPANY_OVERVIEW]
Role Overview
We are looking for a motivated Junior Support Analyst to join our dynamic support team at [$COMPANY_NAME]. In this role, you will be the first line of defense in ensuring our clients receive exceptional support and service. You will assist in troubleshooting and resolving issues while gaining valuable experience in customer service and technical support.
Responsibilities
- Provide prompt and effective technical support for users via phone, email, and chat
- Diagnose and resolve user issues related to software applications, hardware, and network connectivity
- Document support requests and maintain accurate records of client interactions in the ticketing system
- Collaborate with senior support analysts and other teams to escalate complex issues
- Assist in creating and updating support documentation and knowledge base articles
- Participate in training sessions to enhance technical skills and product knowledge
Required and Preferred Qualifications
Required:
- Associate's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- 1+ years of experience in a customer service or technical support role
- Familiarity with troubleshooting Windows and Mac operating systems
- Basic understanding of networking principles and common protocols
Preferred:
- Experience with ticketing systems and remote support tools
- Knowledge of HTML, CSS, or JavaScript is a plus
- Certifications such as CompTIA A+ or ITIL Foundations are advantageous
Technical Skills and Relevant Technologies
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Basic experience with SQL or database management is a plus
- Familiarity with remote desktop tools and troubleshooting software
Soft Skills and Cultural Fit
- Strong communication skills with the ability to convey technical information clearly
- A proactive approach to problem-solving and a willingness to learn
- Ability to work in a collaborative team environment while managing individual responsibilities
- Empathy and patience when addressing client concerns
Benefits and Perks
Salary range: [$SALARY_RANGE]
Additional benefits may include:
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Professional development opportunities
- Flexible work arrangements with a hybrid model
Equal Opportunity Statement
[$COMPANY_NAME] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.
Location
This position is hybrid, requiring candidates to work from the office at least three days a week at [$COMPANY_LOCATION].