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Technical Support Analyst Job in Columbus, Ohio US

Technical Support Analyst

Help/Systems, LLC - Columbus, OH

Posted: 11/24/2020 - Expires: 2/22/2021

Job ID: 222298797

Job Description


Technical Support Analyst - Powertech IBMi CyberSecurity

What You'll Do:

The Technical Support Analyst position is one that is responsible for providing world-class support to existing and potential customers for the PowerTech IBMi CyberSecurity line of products. That includes responding to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Technical aptitude, strong problem-solving abilities, and exceptional customer relationship skills are critical to success in this position:

Provide triage support for several products in the HelpSystems portfolio to eliminate wait time and provide the best customer experience possible
Take ownership of each customer request and manage their expectations to ensure timely resolution
Listen to customer concerns to determine the source and various components of the issue
Collect and review system data and analyze for known issues
Collaborate with team members on problem identification, analysis, and resolution
Act as a face of the company to customers and represent its products in a professional manner
Consult with customers to facilitate changes for best practices
Work with management and team to inform them of customer issues requiring special attention
Conduct product demonstrations with customers and assist in presenting in training sessions
Respond to emergency, after-hours support requests on a rotating schedule

Basic Qualifications

A four-year degree is preferred, equivalent work experience and accreditations will be considered.
At least one year of technical support with software support experience strongly preferred.
Previous experience with cybersecurity software (Exit Point Management, Identity Management, Multi-Factor Authentication Tools) is preferred
Previous experience supporting IBM Power Systems Environments is strongly preferred.
Strong problem solving and communication skills (especially over the phone)
Collaborator and ability to work within a team setting.
Ability to document problem resolution and other materials.

HelpSystems is passionate about making life easier for modern organizations and improving the lives of our customers. As a seven-time Star Tribune Top Workplace we are dedicated to making our employees happy by offering great benefits, fun company culture, and transparency from our leadership team. When working at HelpSystems you will have the opportunity for an upbeat office environment with A LOT of perks, such as professional development, equity program, employee recognition programs, and more!

Check out our website to learn more about HelpSystems and apply by visiting our  page. We encourage you to check out our  page as well....

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran
or disability status.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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