Tech Support Analyst – CRM & VoIP Troubleshooter

Guardian Service Holdings LLC; Raleigh (NC); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Flexible PTO

Cell phone reimbursement

Relax & Recharge bonus

Learning stipend

Charity match

Job summary

Guardian Service Holdings LLC is seeking a Tech Support Analyst to support sales agents and internal teams. You will troubleshoot call intake issues, software problems, and routing challenges to ensure a smooth sales process.

The role emphasizes identifying patterns, reproducing issues, and collaborating with vendors to implement effective solutions, while documenting processes for future avoidance of disruptions.

Qualifications

• At least 2 years of experience in technical support, software support, operations support, help desk, or related field.
• Experience troubleshooting software applications and investigating technical issues.
• Experience with VoIP, CRM platforms, call management software, ticketing systems, or other business apps is a plus.

Responsibilities

• Serve as a primary point of contact for sales agents with tech issues.
• Troubleshoot issues affecting incoming calls, call routing, software functionality, and agent tools.
• Gather detailed information from agents about issues, including timing, frequency, and affected systems.
• Identify trends and recurring patterns to determine root causes and prevent disruptions.
• Investigate and reproduce reported issues to pinpoint sources of problems and validate solutions.
• Collaborate with internal teams and external vendors to resolve complex issues and communicate findings.
• Track support requests, document troubleshooting steps, and maintain a record of recurring issues and resolutions.
• Monitor ongoing issues to assess solution effectiveness and determine if additional action is needed.
• Look for opportunities to improve system reliability and help agents spend more time serving customers.

Skills

Customer support

Problem solving

Tools

VoIP systems

CRM platforms

Call management software

Ticketing systems

Job description

Guardian Service Holdings LLC is seeking a Tech Support Analyst to support sales agents and internal teams. You will troubleshoot call intake issues, software problems, and routing challenges to ensure a smooth sales process.

The role emphasizes identifying patterns, reproducing issues, and collaborating with vendors to implement effective solutions, while documenting processes for future avoidance of disruptions.