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Technical Support Analyst at eSentire
Job Description & How to Apply Below
Become a Technical Support Analyst with eSentire in Waterloo, Ontario, and play a vital role in delivering tier-1 support for managed detection and response services. You will ensure operational health for our diverse client base while resolving technical inquiries with a customer-centric approach.
In this hybrid role, candidates will leverage 2+ years of technical support experience and strong analytical skills in a collaborative environment. Your focus will include resolving client issues and liaising with internal teams to enhance our services. As a proactive communicator, you'll interpret complex technical concepts for varied stakeholders.
Key Responsibilities:
• Handle customer inquiries using our case management system
• Provide First Contact Resolution via phone support
• Support eSentire MDR offerings including Endpoint and Cloud services
• Perform triage and categorize client issues efficiently
• Document troubleshooting steps in case management systems
Requirements:
• 2+ years in Technical Customer Support
• Bachelor’s degree in Computer Science or equivalent
• Passion for exceptional customer service
• Strong analytical and problem-solving skills
• Basic Linux command line operation experience
Utilize your technical support and analytical skills to enhance eSentire's service delivery for valued clients.
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