Technical Support Analyst

Technical Support Analyst

Hybrid ( 1 day in office per week)

Atlanta, GA 30005

Pay Rate: $21-$23/hr

Anticipated Schedule: Tues - Sat, Range 10am-9pm

Description

The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff. You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services. You will also act as an escalation point for customer service-related requests and assist with driving continuous improvement in our customer support processes.

Core Responsibilities:

• Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
• Handle client requests in relation to escalated support requests and issues.
• Serve as the primary point of contact for escalated customer inquiries and issues within the local region.
• Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
• Provide expert-level technical guidance to customers and staff, guiding them through issue resolution steps effectively.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Assist clients configure the product where necessary, focused on providing product best practices.
• Assist with client onboarding and EBRs where necessary.
• Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with problem management and identifying incident/request trends where necessary.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
• Assist customers with configuration setup/training.
• Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
• Participate in preparation for product launches.
• Accurate documentation in the appropriate systems such as Salesforce and Jira.

Skills

product support, written communications skills, saas, Customer service, linux, Windows, salesforce crm, API, SDK

Top Skills Details

product support, written communications skills, saas, Customer service

Additional Skills & Qualifications

• Minimum 3 years’ experience in a Technical Service, Tier 2 Capacity
• Advanced troubleshooting skills.
• Advanced problem-solving skills.
• Experience in handling escalated customer support calls
• Recognized as being Customer Service / Team Player oriented.
• Proven customer service skills with excellent written and verbal communication skills.
• Experience with Jira Service Desk.
• Understanding of APIs and SDKs
• Hands on experience with cloud technologies and services.
• Great multi-tasking and time management skills.
• Outcome focused and ability to stay positive in high pressure situation

#priorityeast26

This is a Contract to Hire position based out of Alpharetta, GA.

The pay range for this position is $21.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Alpharetta,GA.

This position is anticipated to close on Apr 21, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.