Support Analyst

All Lines Technology; Pittsburgh (Allegheny County); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading technology service provider in Pittsburgh is seeking a highly organized Support Analyst to provide frontline support for users. This role is essential for effective communication throughout the support process and includes managing escalations. The ideal candidate will have a strong customer service background, excellent organizational skills, and the ability to effectively prioritize tasks in a fast-paced environment. Potential candidates should be comfortable with help desk tools and possess strong verbal and written communication skills.

Qualifications

• Proven experience in a customer service or support role.
• Excellent organizational skills and attention to detail.
• Strong communication skills, both written and verbal.

Responsibilities

• Serve as the first point of contact for users.
• Provide exceptional customer service and support.
• Track and document user interactions and issues.

Skills

Customer service experience

Organizational skills

Strong communication skills

Multitasking

Adaptability in dynamic environments

Tools

Help desk tools

Ticketing systems

Job description

We are seeking a highly organized and customer-focused Support Analyst. This role is critical in ensuring a smooth transition for end users by providing frontline support, managing escalations, and maintaining clear communication throughout the process.

Key Responsibilities

• Serve as the first point of contact for users.
• Provide exceptional customer service and support via phone, email, and chat.
• Escalate technical issues and user concerns to the appropriate teams promptly.
• Track and document user interactions and issues in a clear and organized manner.
• Collaborate with internal teams to ensure timely resolution of escalated issues.
• Assist in creating and maintaining support documentation and FAQs.
• Monitor rollout progress and report trends or recurring issues to leadership.

Qualifications

• Proven experience in a customer service or support role.
• Excellent organizational skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively.
• Comfortable working in a fast-paced, dynamic environment.
• Basic familiarity with software systems or willingness to learn quickly.
• Experience with ticketing systems or help desk tools is a plus.
• Understanding of escalation protocols and issue tracking.
• Ability to remain calm and professional under pressure.

Seniority Level

• Associate

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• Information Services