A Support Analyst with 6 to 12 years of experience is a highly skilled professional responsible for providing technical support and assistance to customers. They work with a variety of software and hardware products to troubleshoot and resolve customer issues. Support Analysts also play a key role in gathering and analyzing customer feedback to identify and report on product trends and areas for improvement.

Essential Duties and Responsibilities:

• Provide first and second level technical support to customers
• Troubleshoot and resolve complex customer issues
• Gather and analyze customer feedback
• Identify and report on product trends and areas for improvement
• Escalate complex issues to the appropriate team
• Develop and maintain knowledge bases and other documentation
• Train and mentor new support analysts

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 6 to 12 years of experience in technical support
• Strong knowledge of a variety of software and hardware products
• Experience with troubleshooting and resolving customer issues
• Excellent customer service skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Excellent communication and presentation skills

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