Technical Support Analyst (Remote)

Technical Support Analyst (Remote)

Asad Hameed

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Topics we cover!
1 Key Responsibilities:
2 Qualifications & Skills:
3 Benefits:
4 Application Instructions:

Cloudpso is seeking a highly motivated Technical Support Analyst to join our remote team. This role is primarily to support customers across the East Coast of the United States and Europe. As a Technical Support Analyst, you will provide technical assistance to customers’ IT staff and assist in troubleshooting software-related issues using tools like Freshdesk, Microsoft Teams, Zoom, and Outlook. Applicants must have a home office equipped with a reliable internet connection and a solid understanding of technical problem-solving.

The successful candidate will work remotely, primarily supporting customers in various regions, and will collaborate with other technical teams for complex issues and solutions. If you have proven expertise in tiered-level customer support, along with exceptional troubleshooting skills, we encourage you to apply for this role.

Key Responsibilities:

  • Customer Communication & Support:
    • Maintain strong communication with customers via email, video conferencing (e.g., Zoom), and phone calls, resolving technical issues promptly.
    • Communicate escalated technical issues clearly with the support team and provide knowledge transfer.
    • Engage with customers’ IT teams to troubleshoot software issues, ensuring resolution meets customer satisfaction and service level agreements (SLAs).
  • Technical Troubleshooting & Issue Resolution:
    • Analyze and troubleshoot customer problems using diagnostic tools to identify the root cause and resolve technical issues with company products.
    • Prioritize incidents, requests, and technical questions based on urgency and severity, ensuring timely and effective issue resolution.
  • Documentation & Knowledge Base Maintenance:
    • Update and maintain the knowledge base, writing guides, troubleshooting articles, and other support documentation.
    • Record incident details, including call logs and resolution actions, into an incident tracking system.
  • Collaboration with Internal Teams:
    • Work closely with development teams for new product testing and implementation of technological solutions.
    • Escalate unresolved issues to higher-level specialists or management for further assistance.

Qualifications & Skills:

  • Experience & Education:
    • 3+ years of technical support experience in the software industry.
    • A Bachelor’s degree in IT, Computer Science, or a related field is preferred.
  • Certifications:
    • A+ Certification, Network+, and Microsoft Certified Professional (MCP) certifications are beneficial.
  • Technical Expertise:
    • Strong knowledge of Windows 10, Windows 11, Server 2022 and 2019 (installation and configuration).
    • Proficient in troubleshooting Microsoft software.
    • Familiar with TCP/IP, DNS, HTTP/HTTPS networking concepts.
    • Experience in virtual environments, such as VMware or Hyper-V, is a plus.
  • Problem-Solving & Troubleshooting:
    • Demonstrated ability to troubleshoot complex software and networking issues effectively.
    • Strong knowledge of diagnostic tools like Process Monitor (procmon), Wireshark, and Windows Performance Recorder.
  • Additional Knowledge:
    • General experience with cloud platforms like AWS and Microsoft Azure is a plus.
    • Familiarity with scripting languages such as PowerShell for automation is beneficial.
  • Soft Skills:
    • Superb written and verbal communication skills with a focus on customer service.
    • Excellent time management and organizational skills.
    • Ability to react quickly and calmly in high-pressure situations.

Benefits:

  • Remote Work: Full-time remote opportunity, providing flexibility and convenience.
  • Work Hours: Monday to Friday, from 8 AM – 5 PM US CST time zone.
  • Competitive Compensation: Receive a competitive salary and benefits package.
  • Career Growth: Opportunity to advance within a rapidly growing tech company.
  • Work Environment: A supportive, collaborative team dedicated to helping you succeed.
  • Work-Life Balance: Flexible work environment and work hours to support personal life.

Application Instructions:

Interested candidates are encouraged to submit their CV to the provided email address or apply through our website. Please make sure that your CV includes all relevant work experience, qualifications, and certifications for the Technical Support Analyst role.

Asad Hameed
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