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Technical Support Analyst, Level 1

Four Hands, a leader in lifestyle home furnishings, is looking to hire a Technical Support Analyst to provide 1st tier end-user support for our internal customers in our Austin, TX, headquarters.  In this customer-service focused role, the Technical Support Analyst puts the customers first and provides an excellent experience to each end user.  This role will be responsible for the communication between end users and the development team and will be responsible for making sure that all user issues are addressed in a timely and efficient manner.

This inventive self-starter will join a team of other highly motivated and capable developers to produce high quality, leading edge solutions for our stakeholders.

IN THIS ROLE

  • Serve as the central point of contact for IT-related help desk issues
  • Respond to calls, tickets and emails to troubleshoot reported issues
  • Effectively communicate problem status updates and resolution with internal and external customers
  • Provide application and system configuration support and collect relevant details to facilitate problem resolution
  • Correctly identify non-technical vs technical problems
  • Build and maintain a general overview of our applications and understand how they support our business
  • Consistently monitor the ticketing system during working hours
  • Proactively identify and communicate opportunities to improve Four Hands’ applications and processes
  • Thoroughly record, track, and document the problems and resolutions including all successful and unsuccessful decisions made, and actions taken, through to final resolution tickets
  • Properly escalate tickets as needed
  • Perform post-resolution follow-ups to all help requests
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Develop help sheets and frequently asked questions/answers for employees and team members
  • Additional responsibilities as required by Management

THE IDEAL PERSON

  • BS or BBA degree in information systems, computer science, or related field
  • 3+ years industry experience as a software quality assurance test engineer or help-desk support
  • Excellent customer service skills and ability to communicate with non-technical users required
  • Must be detail-oriented and possess strong organizational, written and verbal skills
  • Experience with Scrum and Agile product development methodologies preferred
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