Senior Support Analyst

Job title: Senior Support Analyst in Austin, TX at Dynatouch Corporation

Company: Dynatouch Corporation

Job description: What your impact will be:

• Provide first-line support to clients, addressing inquiries and resolving technical issues via phone, email, or live chat.


• Troubleshoot and diagnose software and hardware issues, working closely with clients to gather necessary information and ensure timely resolution.


• Conduct product related training sessions typically via webinar.


• Document and track support cases using appropriate tools, maintain accurate records of customer interactions, issues, and resolutions.


• Advocate for the client to ensure timely and accurate issue resolution.


• Escalate more complex support requests to the appropriate team member(s) or department(s), ensuring proper follow-up and communication throughout the resolution process.


• Collaborate with team members to share knowledge, improve processes, and stay up-to-date on industry trends, emerging technologies, and best practices in customer support.


• Other job-related duties and responsibilities as may be assigned from time to time.


• Contribute to the development and maintenance of support resources, such as FAQs, user guides, and knowledge base articles.


• Participate in ongoing training and development programs to continuously enhance technical skills and customer service abilities.


• Provide feedback and suggestions for process improvements, product enhancements, and customer support tools to help drive continuous improvement in the support services department.


• Occasional travel (0-25%) for on-site support required, at times on short notice.

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.


• A minimum of 2 years of experience in a technical support role.


• Strong technical acumen, with the ability to troubleshoot and resolve a wide range of software issues.


• Excellent problem-solving skills: Identification, solution, and execution.


• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.


• Ability to review, prioritize, and respond to multiple client issues in a fast-paced organization.


• Self-motivated.


• Proactive: Anticipates issues and actively initiates change.


• Teachable: Open and able to learn new processes and products.


• Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and team members at all levels.


• Proficiency with customer support software and tools, such as CRM systems, ticketing systems, and remote support tools.


• Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines in a fast-paced environment.


• Familiarity with industry trends, emerging technologies, and best practices in customer support.

• Committed to excellence.


• Above average Linux knowledge.


• Above average Artificial Intelligence knowledge.


• Strong MS Office knowledge and experience.


• Understanding & knowledge of payment industry (payment processors, CIS’, etc.)

• A competitive compensation package


• Ability to work remotely


• Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)


• Paid Vacation

Expected salary:

Location: Austin, TX

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