Entry Level Technical Support Analyst I
Oldsmar, FL Technical Support
Job Type
Full-time
Description

The Mission of the Role

Transcendent is looking for a Technical Support Analyst Level I who can help us grow and believes in our Mission:

We passionately build quality, innovative, and industry-leading software that makes it easier for individuals at all levels of a business to manage, track, and increase the return of their assets anytime, anywhere

A Technical Support Analyst provides support to our application end-users on a variety of issues, including utilizing software tools. They also identify, research, and resolve technical problems. Communication is facilitated through telephone calls and email. The Analyst ensures all issues are correctly diagnosed, resolved, documented, and escalated from incident through resolution.


This position requires the ability to come into the office in Oldsmar, FL on a weekly basis.


Responsibilities

  • Provide technical assistance and support for incoming queries and issues related to Transcendent company software, via phone and email.
  • Walk customers through the problem-solving process with handheld devices.
  • Take ownership of every call and ensure that each customer is satisfied with the result of the interaction.
  • Communicate with other departments and management to resolve problems and expedite work.
  • Help co-workers to resolve problems and complete tasks.
  • Monitor and stay on top of open tickets, projects, and emails to ensure they are resolved / addressed in timely manner.
  • Perform on-call functions on a rotating call schedule.
  • Assist with sales and admin department requests.
  • Document internal procedures.
  • Continue to expand knowledge of our software products, mobile technology, and software in general.
  • Assist with onboarding of new employees.
  • Adhere to all company policies and procedures.
  • Perform miscellaneous job duties as assigned.

Personal Characteristics

  • Analytical – finds meaning and action in numbers, and is a data-driven decision-maker
  • Excellent communicator – written and oral
  • Stellar time management and organizational skills
  • Resourceful – figures out how to achieve results creatively with finite resources
  • Thrives in a nimble, lean, unstructured, fast-paced startup environment
  • Works collaboratively and energetically
  • Impeccable integrity and ethical standards
  • Self-aware, accepting, honest, open, and respectful of others
  • Ability to create and execute on processes for a growing SaaS startup using best practices
  • An undying commitment to personal growth and development
Requirements

Experience

  • High School diploma or equivalent. Bachelor’s degree preferred.
  • Spanish language oral and written fluency a plus
  • Microsoft Office (Word, Excel, Outlook, PowerPoint).
  • Experience in QA testing a plus.