TAC Analyst

MCC NETWORK SERVICES LLC; Sullivan (IL); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Life insurance

Vision insurance

Employee discount

Paid time off

Job summary

MCC NETWORK SERVICES LLC is seeking a TAC Analyst to provide expert technical support and troubleshoot complex product issues in Sullivan, IL. The role acts as the primary technical liaison between customers and internal teams, delivering solutions for product and service inquiries.

You will handle inquiries via phone, email, tickets, and chat, maintain high satisfaction scores, and escalate to engineering when needed. The position is full-time with standard hours and overtime opportunities.

Qualifications

• Degree in Computer Science or related technical field, or equivalent experience.
• 1+ years of technical support, customer service, or related field.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Respond to technical inquiries via phone, email, tickets and chat with timely solutions.
• Diagnose and resolve complex technical issues with products, systems, or services.
• Utilize diagnostic tools and remote access software to identify and fix issues.
• Create and maintain technical documentation and troubleshooting guides.

Skills

Customer support

Troubleshooting

Analytical thinking

Communication

Remote diagnostics

Education

Degree in CS or related

Tools

Remote diagnostic tools

Knowledge base software

Job description

Job SummaryThe TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service related inquiries and technical challenges.Key ResponsibilitiesRespond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problemsMaintain high customer satisfaction scores and response time standardsDiagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approachesUtilize diagnostic tools and remote access software to identify and fix technical problemsCreate and maintain technical documentation, knowledge base articles, and troubleshooting guidesContribute to continuous improvement of support processesIdentify when issues require escalation to engineering teams or senior specialistsTrack and manage customer service tickets through completion, ensuring proper follow-upMaintain detailed notes of customer interactions and technical solutionsScheduleFull-time position, 40 hours per week with overtime opportunitiesShift Schedule Available: Monday to Friday: 8am - 5pmCompensation & Benefits$18.00 - $20.00 per hour401(k) matchingDental insuranceHealth insuranceLife insuranceVision insuranceEducation & ExperienceDegree in Computer Science or related technical field, OR equivalent experience1+ years of experience in technical support, customer service, or related fieldStrong analytical and problem-solving skillsBasic understanding of relevant technologiesExcellent written and verbal communication abilitiesAbility to explain complex technical concepts to non-technical audiencesProfessional phone and email etiquettePreferred QualificationsIndustry certifications relevant to the company's products/servicesExperience with remote diagnostic tools and softwarePrevious customer-facing role experience in a technical environmentExperience with data analysis and reporting toolsEssential Skills & CompetenciesTechnical aptitude and ability to learn new technologies quicklySystematic approach to problem-solving and troubleshootingCustomer service orientation with patience and empathyStrong interpersonal skills for cross-functional collaborationAbility to remain calm under pressure and handle difficult situationsAbility to work independently and prioritize multiple tasksBenefits:* 401(k) matching* Dental insurance* Employee discount* Health insurance* Life insurance* Paid time off* Vision insuranceWork Location: In person