RunPod · 3 days ago

Technical Support Analyst

United States

Full-time

Remote

Mid Level

$65K/yr - $95K/yr

3+ years exp

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Artificial Intelligence (AI)Cloud Infrastructure

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Responsibilities

Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.

Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).

Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.

Manage escalated tickets, offering detailed solutions or escalating further when necessary.

Educate customers on product features to help them resolve issues independently when possible.

We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones.

Demonstrate a customer-first mentality in all interactions, ensuring exceptional service and support.

Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.

Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.

Pay close attention to detail and proactively address customer needs in all interactions.

Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.

Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they're addressed.

Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed.

Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.

Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.

Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Train and mentor Level 1 support representatives, fostering a collaborative and supportive team environment.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical support experienceOperating systems knowledgeProficiency with SSHLinux experienceDockerPythonShell scriptingSQLExperience in AI fine-tuningCRM tools proficiency