Support Services Analyst (Level 2)
Core
Provide accurate, timely, and professional support to customers via phone, email, portal, forums, and chat, while analyzing problems, developing solutions, and configuring Noggin software.
Role type
Level 2 Support Services Analyst
Builds
Customer support resolutions and Noggin software configurations
Domain
Enterprise software support (Noggin)
Required skills
Customer support via multiple channels, problem analysis, software configuration, SLA management, knowledge base maintenance, internal team collaboration, technical documentation
Preferred skills
Spanish fluency
Technologies
Ticketing systems, self-service support tools, Noggin software
Responsibilities
Respond to customer requests and resolve issues within SLA requirements, 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, coordinate with internal teams like DevOps and engineering to achieve best solutions.
Seniority
Mid-level, hands-on IC