Technical Support Analyst

Experience: 2 Years

Location: Pittsburgh

Job Purpose:

The Technical Support Analyst (TSA) is responsible for providing Tier I and II technical support via phone, email, and web for Mobile Aspects customers. This will be a hands-on position in our Customer Success team that will interface with our customers, partners, Engineering, Product Management, and Sales organizations. The position is responsible for problem analysis, documentation, resolution and escalation to Tiers II and III involving Mobile Aspects supported products. The TSA will also provide on-site help for support and implementation activities as needed.

Roles and Responsibility:

  1. Provide prompt and courteous technical support to customers via phone and e-mail.
  2. Assist with all facets of the Helpdesk by helping to identify customer issues by isolating and resolving the issue or by proper
  3. Troubleshoot customers’ support requests using the available tools and resources while following the appropriate processes and
  4. Provide proper diagnosis and resolution to the
  5. Keep accurate notes and details on customer support
  6. Ensure key performance indicator goals are met, such as days-to-close.
  7. Ensure successful escalation of support issues from Tier I to Tiers II and III.
  8. Participate in on-site activities such as customer support and implementation as Travel up to 20% of the time.
  9. Any other responsibilities or tasks as required by the

Required Qualifications

  1. Must be looking for an entry level-position.
  2. Must be willing to travel for installs and support at short
  3. Comfort working in a high-pace, high-stress environment (e.g. hospital operating rooms)
  4. Exceptional experience in customer service with strong verbal and written communication skills
  5. Ability to work independently with little to no supervision
  6. A highly motivated/energetic individual able to work independently, or as a member of a cross-functional team is a MUST

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