Technical Support Analyst
Job Details
Entry
Tulsa - Tulsa, OK
Full Time
Not Specified
None
Description

As a Technical Support Analyst, you will develop a good working knowledge of the TokenEx platform as well as a basic understanding of PCI requirements and impacts. This role provides production support analysis, handling all TokenEx Tier 1 technical support and new client provisioning, as well as troubleshooting and technical support via phone, web-based tools and email.  In addition, this position will advise clients regarding the product's proper use, address specific user issues, and assist clients with all new account creation tasks. During ticket escalations, individuals in this position will act as a liaison between client and Tier 2 support. 

  • Provide level 1 triage support via email and phone on all incoming tickets 
  • Basic understanding of networking and programming to gather pertinent details from the client 
  • Leveraging reporting tools to query data  
  • Work to completion all Tier 1 tickets 
  • Assist with new client provisioning 
  • Error log research 
  • User profile management (create new users, reset passwords, etc.) 
  • Working with clients to troubleshoot issues 
  • Properly escalate unresolved issues to appropriate internal teams 
  • Provide prompt and accurate feedback to clients 
  • Prioritize and manage several open issues at one time 
  • Document technical knowledge in the form of notes and manuals 
Qualifications
  • Technical degree preferred or equivalent combination of education and experience 
  • Experience in a technical role supporting applications or software 
  • Understanding of programming, and/or networking  
  • Experience using reporting tools to query data  
  • Strong communication skills and customers service mindset
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