Technical Support Analyst

About the Role:As a Level 1 Software Support Agent, you will be the first point of contact for customers seeking assistance with software-related issues and questions. Your role is to deliver fast, friendly, and efficient support by troubleshooting problems, guiding users through solutions, and escalating more complex issues to higher-level support when necessary. This position is ideal for someone who enjoys helping others, has a basic understanding of software applications, and is eager to grow their technical skills. Key Responsibilities:Respond to customer and internal team member inquiries via phone, email, chat, and Slack promptly and professionally.Provide Level 1 support for questions and bug tickets with known solutions through email,phone, chat, and slack. Follow all internal support processes and procedures as documented in the Client's Product Academy. Document all customer interactions, issues, and resolutions in the Hubspot Customer Support ticket.Email and chat contacts will be handled directly through Hubspot - all responses must be documented and sent through the Hubspot tool. Internal chat support will be handled through Client's primary internal communication tool, Slack.Phone calls will be taken through Client's phone system, Aircall, and logged through Hubspot.All tickets will need to be updated at the time of the ticket closure or escalation with all required fields completed accurate, including but not limited to, ticket description, contact reason category, contact type, associated company, associated contact, appropriate status, etc.Diagnose and troubleshoot software issues by gathering information, sharing resources, and providing accurate solutions when possible.Escalate unresolved issues to Level 2 support teams when appropriate, including all required information to expedite support for the customer.Maintain high levels of customer satisfaction by delivering exceptional service.Utilize internal support tools and communication channels to ask questions and alert leadership of issues and trends identified with support inquiries.Provide support in accordance with Client's SLAs. Ensure all inbound questions and tickets are resolved within the set timeframesAll email and form tickets should have an initial response within 1 business hours of creation.All incoming phone calls and chats should be answered within 2 minutes. If for some reason (heavy phone or chat queue), it is unable to be answered immediately. User should receive a callback or email response within 1 business hour.All tickets should be closed or escalated within 1 business day of creation.Maintain knowledge of the software through provided trainings, recordings, client public support articles, and internal support articles to ensure customers are provided accurate product information.