The Technical Support Analyst plays a pivotal role in the Customer Success & Support department. As a key member of the Support Team, this individual investigates and resolves client-reported issues while fostering strong relationships to enhance the company’s reputation. This role reports directly to the Technical Support Manager and is a hybrid position, requiring occasional in-office presence in Cincinnati, Ohio.

What will you be doing?

• Provide post-sales technical support for the company’s software product
• Act as a subject matter expert for complex technical issues, ensuring first-call resolution through phone and email support channel
• Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating when necessary
• Log all support cases and activities in the case management system for tracking and analysis
• Develop and maintain a strong working knowledge of the company’s software and internal processes
• Participate in an on-call support rotation as needed
• Identify opportunities to improve or automate repetitive tasks to enhance efficiency
• Utilize your understanding of client needs and requirements to help the organization better serve its customers

Must-haves

• Proven experience in a technical support role or similar position
• Strong knowledge of computer networking concepts, including LAN configurations and firewall management
• Familiarity with VPN technologies and troubleshooting connectivity issues
• Proficiency in software troubleshooting across various operating systems (Windows, Mac OS, Linux)
• Experience with desktop support tasks including hardware repairs and installations
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Ability to work independently as well as part of a team in a fast-paced environment
• A proactive approach to problem-solving with strong analytical skills

Nice-to-haves

• Experience with application support for at least three years
• Knowledge of advanced networking or system administration
• Familiarity with scripting or automation tools
• Strong customer service background with a focus on relationship building
• Exposure to case management systems and tool