East Coast Technical Support Professional

3 days ago


Islamabad, Islamabad, Pakistan Cloudpso Full time
Role Responsibilities

The Technical Support Analyst will be responsible for providing technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook, and Zoom.

They will create and update technical support knowledge base articles, troubleshooting guides, and support documentation. The analyst will also analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes.

Prioritizing incidents, requests, and product questions to ensure all SLAs are met will be a key responsibility. The analyst will also escalate or collaborate with appropriate support management, specialists, and/or development teams on unresolved issues.

Maintaining call records/logs and resolution details using an incident tracking system will be an essential task. Collaborating with development teams on new technology testing and implementation will also be a key aspect of the role.



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