Technical Support Analyst - IP Product Specialist

1056 DR / Decision Resources LLC; Ann Arbor (MI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

1056 DR / Decision Resources LLC in Ann Arbor seeks an Application Support Analyst to provide product support for Foundation IP, Memotech, and Inprotech. The role covers both functional and technical aspects and involves collaboration with end-users, IT teams, and vendors to resolve issues and ensure customer satisfaction.

The ideal candidate has a Bachelor's degree or equivalent experience in customer care and at least 2 years in technical support or customer service, with knowledge of Oracle,

Qualifications

• Bachelor's degree or equivalent work experience in a customer care environment.
• 2+ years of experience in a technical support or customer service role.

Responsibilities

• Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
• Efficiently resolve customer inquiries and requests related to products and services using various channels (phone, email, chat).
• Escalate more technical issues to senior staff and ensure appropriate communication with customers.
• Gather information from users to diagnose and document technical issues.
• Resolve incidents in accordance with SLAs; prioritize issues and escalate when needed.
• Investigate, report and document customer issues and enhancement requests.
• Act as a voice of the customer and report feedback to improve practices across the organization.

Skills

Troubleshooting

Customer service

Communication

Education

Bachelor's degree or equivalent experience in customer care

Tools

Oracle

SQL Server

Microsoft Office

IIS

Job description

1056 DR / Decision Resources LLC in Ann Arbor seeks an Application Support Analyst to provide product support for Foundation IP, Memotech, and Inprotech. The role covers both functional and technical aspects and involves collaboration with end-users, IT teams, and vendors to resolve issues and ensure customer satisfaction.

The ideal candidate has a Bachelor's degree or equivalent experience in customer care and at least 2 years in technical support or customer service, with knowledge of Oracle,