Technical Support Analyst

About This Role

Provide first-line technical support to customers utilizing WorkSpace, a property and facility work order management system. This role ensures a positive customer experience by promptly resolving technical issues and managing property data within the platform.

Responsibilities

• Respond to customer support tickets in a timely and efficient manner
• Provide clear, concise, and friendly support to resolve customer issues
• Diagnose and resolve technical issues using problem-solving techniques
• Reach out to customers via phone and host web conferences as needed
• Check active tickets daily, for updates, and resolve as appropriate
• Create and build out new properties on the WorkSpace platform as requested by customers
• Maintain accurate and up-to-date records of properties and facilities within the system
• Document all customer interactions and technical issues in the ticketing system
• Identify and update tickets requiring escalation within the ticketing system
• Provide regular reports on support ticket status and resolutions to management

Requirements

• Bachelor's degree in related field
• 2 years of experience in technical support, software administration, or IT helpdesk roles
• Strong understanding of user access management and permissions
• Ability to analyze and resolve import errors and software configuration issues
• Excellent communication skills, both written and verbal
• Strong attention to detail and ability to follow procedures
• Ability to work independently and collaboratively in a fast-paced environment

Qualifications

• Bachelor’s degree in related field
• 2 years of experience in technical support, software administration, or IT helpdesk roles

Nice to Have

• Experience working with property management or facility management software
• Basic knowledge of accounting workflows

Skills

* Required skills