Temporary Call Center Analyst

All Lines Technology Inc.; Pittsburgh (Allegheny County); On-site; USD 55,000 - 76,000; Full time

Job summary

All Lines Technology Inc. seeks a highly organized Support Analyst to provide frontline user support, manage escalations, and maintain clear communication throughout the transition process.

This role emphasizes strong customer service skills, careful documentation, and collaboration with cross-functional teams to ensure timely issue resolution and a smooth rollout.

Qualifications

• Experience in a customer service or support role is required.
• Strong organizational and detail-oriented abilities.
• Excellent written and verbal communication skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Comfortable learning new software systems quickly.
• Familiarity with ticketing systems and escalation processes is a plus.

Responsibilities

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

Skills

Customer service

Organizational skills

Communication skills

Task prioritization

Adaptability

Willingness to learn

Ticketing systems

Escalation protocols

Calm under pressure

Tools

Help desk software

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.