Why Join Achievers?
At Achievers, we empower organizations to create a culture of recognition and engagement. As a Technical Support Analyst, you will play a critical role in ensuring our clients have seamless experiences with our platform.
Key Responsibilities
- Provide first-level technical support to clients via email, chat, and phone, resolving issues related to the Achievers platform.
- Diagnose and troubleshoot software, hardware, and network problems, escalating complex issues to higher-level support teams when necessary.
- Document all support interactions in the ticketing system, ensuring accurate tracking and follow-up.
- Collaborate with product and engineering teams to identify recurring issues and suggest improvements.
- Assist in the creation and maintenance of knowledge base articles and support documentation.
- Participate in on-call rotation for after-hours support as needed.
What Success Looks Like
- High client satisfaction scores due to timely and effective resolutions.
- Reduction in repeat support tickets through improved documentation and proactive communication.
- Continuous learning and application of new product features to better assist clients.