Associate Technical Customer Support

As an Associate Support Analyst, you will be the first point of contact for customers seeking technical assistance with Intelex applications. Your work ensures smooth operations and exceptional customer experiences. Manage a dynamic queue of support inquiries and requests. Diagnose and resolve technical issues, determining whether they are system or user-related. Escalate complex issues to senior support personnel when needed. Communicate with customers via multiple channels (ticketing system, phone, email, web meetings, and live chat). Focus on real-time support through live chat and phone. Troubleshoot and debug qualified system issues; analyze root causes and document findings. Collaborate with the Product team to categorize issues and support software release processes. Maintain accurate documentation in the Intelex Knowledge Base. Ensure timely resolution of customer requests within service level agreements. Identify opportunities for product and process improvements based on customer feedback. Build and maintain deep knowledge of Intelex products and applications. Strong problem-solving and analytical skills. Excellent written and verbal communication; ability to explain technical concepts to non-technical audiences. High attention to detail and ability to prioritize in a fast-paced environment. Positive attitude and commitment to delivering outstanding customer service. Understanding of Environmental, Health, Safety, or Quality domains. Bilingual proficiency. Familiarity with web-based application architectures and object-oriented design principles. Basic knowledge of programming languages (ASP.NET, XML, JavaScript) and database languages (SQL, T-SQL). Proficiency with Microsoft Office and common support tools. Experience in web application support or quality assurance is an asset. Bachelor's degree or college diploma in Computer Science, Information Systems, or equivalent experience. MCSE certification is a plus.