Junior Technical Support Analyst

Myticas's direct client, based in White Plains, NY, is currently seeking a Customer Service Representative for a 100% Remote contract position.

Pay Rate: $18-19/hr on W2.

The Customer Service Representative provides support to internal and external clients on technical and product specific issues. May provide remote technical and application support to customers, by phone, email, chat and/or remote system access. Strong knowledge of product specialty as this role demands more technical inclination than typical 1st line support. Requires ability to discern/creatively troubleshoot client issues associated with enterprise application including bespoke client networks.

Requires developing strong knowledge of complex product, and clear/concise communication/documentation to client questions relating to the application.

• Technical Support:
  Provide remote application support and troubleshooting for complex products to both internal teams and external customers.
• Issue Resolution:
  Utilize strong analytical skills to identify the root cause of issues and resolve cases promptly without the need for escalation where possible (e.g., product operation or content).
• Case Management:
  Maintain clear, concise, and accurate documentation of all client interactions and technical resolutions within the CRM.
• Cross-Functional Collaboration:
  
  Work proactively with internal departments to resolve specialized procedural or operational issues, ensuring escalated cases are driven to closure.
• Stakeholder Communication:
  Deliver timely updates to business owners and users regarding issue status and final resolutions.
• Knowledge Sharing:
  Contribute to team knowledge bases, meetings, and documentation to help reduce recurring issues and improve overall team efficiency.
• Professional Representation:
  Maintain a reputation of competence and integrity by staying current on industry trends and company product offerings.

• Minimum:
  High school diploma or equivalent.
• Preferred:
  Bachelor’s degree.

• 2 years of client-facing application support experience, including:
  Troubleshooting product issues, and reporting issues via phone/e-mail/chat
• Working cross-functionally to resolve technical, procedural, or operational issues
• Working collaboratively with individuals at all levels of the organization
• Executing to short and long-term plans

• CRM Applications: (e.g., Salesforce).
• Microsoft Office Suite:
  Word, Excel, PowerPoint, Outlook.
• Technical Infrastructure:
  Microsoft Server products (Windows Server, SQL, MS Project).
• Specialized Software:
  Visio, Microsoft Access, and Business Objects.

• Analytical Thinking:
  Ability to discern and creatively troubleshoot complex enterprise application issues.
• Communication:
  Exceptional written and verbal communication skills for professional presentations and technical documentation.
• Organization:
  Strong prioritization and multitasking skills in a fast-paced environment.
• Interpersonal:
  Excellent collaborative and conflict-resolution skills.
• Problem Solving:
  Demonstrated ability to make sound decisions under pressure.