Technical Solution Analyst

Trinity Technology Solutions LLC; Atlanta (GA); On-site; USD 42,000 - 66,000; Full time

Job summary

Trinity Technology Solutions LLC in Sandy Springs, GA is seeking a Technical Support Specialist to assist customers with AMI/AMR systems and SaaS applications. You will handle inquiries by phone, email, and ticketing systems, document steps, and escalate complex issues to Tier 2/3 teams to ensure timely resolution.

The role requires 2+ years in technical support and an associate’s degree in IT or closely related field.

Qualifications

• Associate degree or equivalent IT experience.
• 2+ years in technical support or related role.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience with Salesforce or Jira ticketing systems.

Responsibilities

• Provide technical support via phone, email, and ticketing systems.
• Troubleshoot AMI/AMR systems, software, network connectivity, and related issues.
• Triage, prioritize, and resolve customer cases through resolution.
• Onboard and train customers for SaaS applications to ensure adoption and effective use.
• Document troubleshooting steps and resolutions in Salesforce or Jira.
• Escalate complex issues to Tier 2/3, Engineering, Product Management.
• Assist with software installation, configuration, user accounts, and permissions.
• Analyze system information and logs to identify causes and solutions.
• Communicate clearly with customers and stakeholders.
• Contribute to knowledge articles and process improvements.
• Develop and maintain technical knowledge of AMI/AMR products and technologies.

Skills

Troubleshooting

Customer service

Communication

Multitasking

Analytical thinking

Education

Associate degree in CS/IT

Tools

Salesforce

Jira

Job description

Location: In-office - Sandy Springs, Georgia, United States

Schedule: Monday-Friday, 9:00 a.m.-6:00 p.m.

Reports to: Technical Solutions Supervisor

Primary Responsibilities

• Provide technical support through phone, email, and ticketing systems.
• Troubleshoot AMI/AMR systems, software applications, network connectivity, and related technical issues.
• Triage, prioritize, and resolve customer cases while maintaining ownership through resolution.
• Conduct customer onboarding and training for SaaS applications, ensuring successful adoption, effective use of system features, and a positive customer experience.
• Document troubleshooting steps, findings, and resolutions in Salesforce, Jira, or other support systems.
• Escalate complex issues to Tier 2/Tier 3 Support, Engineering, Product Management, or other appropriate teams.
• Assist with software installation, configuration, user accounts, permissions, and application support.
• Analyze system information, logs, and data to identify potential causes and solutions.
• Provide clear and timely communication with customers and internal stakeholders.
• Contribute to knowledge-based articles, technical documentation, troubleshooting procedures, and process improvements.
• Develop and maintain technical knowledge of Mueller’s AMI/AMR products, applications, and technologies.

Qualifications Required

• Associate’s degree in computer science, Information Technology, or related field; equivalent experience may be considered.
• 2+ years of experience in technical support, application support, help desk, or a related technical role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Experience with ticketing or case management systems such as Salesforce or Jira.
• Ability to manage multiple priorities in a fast-paced environment.