Valorem Reply is seeking an Technical Analyst I with technical ability, strong customer service skills and a desire to learn and help others. In this role you will need to possess the ability to effectively diagnose and resolve technical issues across a wide variety of technology platforms and software applications. The successful candidate will have strong troubleshooting and problem-solving abilities, a passion for providing technical solutions to business problems, and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. Additionally, you should be comfortable communicating directly with customers on a regular basis by both written and verbal means.
As a Technical Analyst I, you will work with a team of Technical Analysts to facilitate resolution of complex technical issues reported by customers by applying your deep technical and product expertise combined with customer service skills. You will act as a technical escalation point within the team and will collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. You will work together with the Manager, End-User Services, Lead, Service Management and the other Engineering teams to deliver high quality, optimized delivery of solutions.
Minimum Requirements
- B.E/B.Tech//B.Sc/BCA/MCA in Computer Science or equivalent.
- At least 1+ years technical support experience in an enterprise (Medium to Large Businesses) environment.
- Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET, Azure DevOps.
- Ability to handle and own escalated customer situations from end to end with empathy.
- Passion for resolving customer issues with a demonstrated sense of accountability and a high degree of customer satisfaction.
- Sufficient technical depth to communicate with development and other teams at a peer level, while also being able to assess a customer’s level of technical knowledge and communicate at the appropriate level.
- Strong written and verbal communication skills suitable for a business-to-business customer facing role.
- Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks on a daily basis.
- Willingness to work in shifts.
Preferred Qualifications
- Familiarity with cloud networking concepts, connectivity and tools.
- Interested in learning new technologies, creative, open-minded and a great team player.
- Adept at task switching to handle varying workload, while meeting tight deadlines.
- Creativity, capacity and a conviction to innovate and deliver best-in-class solutions.
- Strong collaboration skills, works well with ambiguity, works well across roles and groups.
- Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first.
Key Responsibilities
- Provide technical support and guidance to customers, diagnosing reported issues and offering effective solutions
- Manage and prioritise support tickets in accordance with SLAs, ensuring effective follow-up and resolution
- Work closely with Engineering and QA teams to identify and resolve complex issues
- Provide exceptional customer service by effectively communicating with customers throughout the support process
- Create and maintain documentation of issues, resolutions and processes to support knowledge sharing
- Stay updated on industry trends, product updates and technical knowledge
Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.
