Technical Customer Service Analyst

All Lines Technology Inc; Pittsburgh (Allegheny County); On-site; USD 52,000 - 64,000; Full time

Job summary

All Lines Technology Inc. seeks a Support Analyst in Pittsburgh to ensure smooth end-user experiences. You will be the frontline contact via phone, email, and chat, manage escalations, and maintain clear documentation of interactions.

The role emphasizes organization, strong communication, and the ability to work in a fast-paced environment, with growth opportunities as you learn our software systems and contribute to team knowledge bases.

Qualifications

• Experience in a customer service or support role.
• Excellent organizational skills and attention to detail.
• Strong written and verbal communication.
• Ability to manage multiple tasks and priorities.
• Willingness to learn and understand software systems.
• Familiarity with help desk tools is a plus.

Responsibilities

• Serve as the first point of contact for users.
• Provide customer service and support via phone, email, and chat.
• Escalate issues to appropriate teams promptly.
• Track and document user interactions and issues clearly.
• Collaborate with internal teams to resolve escalated issues.
• Assist in creating and maintaining support documentation and FAQs.
• Monitor rollout progress and report trends to leadership.

Skills

Customer service

Organizational skills

Communication

Multitasking

Learn quickly

Ticketing systems

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. While IT expertise is not required, a basic understanding of software systems is a plus.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.