Technical Customer Service Analyst

Fire Fighter Sales & Service Co.; Pittsburgh (Allegheny County); On-site; USD 42,000 - 65,000; Full time

Job summary

Fire Fighter Sales & Service Co. is seeking a highly organized Support Analyst to ensure smooth transitions for end users by providing frontline support and managing escalations.

You will maintain clear communication and documentation throughout the process, with a basic understanding of software systems preferred. Responsibilities include serving as the first point of contact, handling inquiries via multiple channels, documenting interactions, and collaborating with teams to resolve issues

Qualifications

• Proven experience in a customer service or support role.
• Excellent organizational skills and attention to detail.
• Strong written and verbal communication abilities.
• Ability to manage multiple tasks and priorities in a fast-paced setting.
• Familiarity with software systems, or willingness to learn quickly.
• Experience with ticketing or 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.
• Document user interactions and issues clearly.
• Collaborate with internal teams to ensure timely resolution.
• Assist in creating and maintaining support documentation and FAQs.
• Monitor rollout progress and report trends to leadership.

Skills

Customer service

Organizational skills

Communication

Multitasking

Fast-paced environment

Software familiarity

Ticketing systems

Tools

Ticketing systems

Job description

Job Details

Job Location: Pittsburgh - Pittsburgh , PAEducation Level: NoneTravel Percentage: NoneWe 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.