Technical Support Analyst (Remote) ID-8643

Overview:

The Technical Support Analyst is responsible for troubleshooting, resolving, and supporting complex issues related to the TeamSupport platform for both clinical and non-clinical teams. This role combines technical support and project management/business analysis tasks, and requires strong technical skills as well as effective communication.

Key Responsibilities:

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Troubleshooting & Issue Resolution:

  • Provide expert, Level 3 support for application-related issues.
  • Work with Level 1 support to resolve complex issues.
  • Troubleshoot, replicate, and resolve issues across multiple business units.
  • Collaborate with IT teams to ensure demo environments are accessible and up-to-date.

Sales Demo Environments

  • Maintain demo environments for U.S. and Canada sales teams.
  • Manage and update data within these environments as needed.

Documentation & Training:

  • Update training materials based on recurring support issues.
  • Provide guidance to users beyond initial training, especially for workflow demos.

Communication & Coordination:

  • Report issues and provide updates to stakeholders, including management and development teams.
  • Escalate high-priority issues when necessary.
  • Ensure timely follow-ups to verify issue resolution.

Team Leadership & Support:

  • Guide junior team members.
  • Offer ongoing support to the technical support team as needed, even outside regular hours.

Required Skills & Experience:

Technical Expertise:

  • 5+ years of experience supporting internal users with technical issues.
  • Experience with MYSQL, Oracle, and Unix.
  • Familiar with using ticketing toolsto manage issue resolution.

Strong Communication:

  • Ability to explain complex technical issues in simple terms.
  • Excellent verbal and written communication skills in English.

Project Management:

  • Ability to manage multiple, complex projects.
  • Excellent organization and adaptability to shifting priorities.

Problem-Solving:

  • Ability to work under pressure and meet deadlines.
  • Patient, diligent, and responsible when addressing user concerns.

Availability:

  • Must be willing to provide support outside standard working hours when required.

Technical Support Analyst (Remote) ID-8643

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