Support Services Analyst (Level 2)
Core
Provide accurate, timely, and professional support to customers via phone, email, portal, forums, and chat tools, while analyzing problems, developing workarounds, and configuring Noggin software.
Role type
Level 2 Support Services Analyst
Builds
Customer support resolutions and Noggin software configurations
Domain
Public safety communications software
Deliverable
client delivery
Required skills
software support, problem analysis, service management practices, ticketing systems, product configuration, knowledge base management, internal collaboration, issue documentation, terminology conversion
Preferred skills
Spanish fluency
Technologies
Noggin, ticketing systems, self-service options
Responsibilities
Respond to customer requests and concerns across multiple channels; analyze customer problems to determine causes; configure Noggin software to implement solutions; maintain and contribute to the product knowledge base; act as the first point of escalation for the offshore team; produce reports on support and system usage.
Seniority
Mid-level, hands-on IC