Customer Service Analyst

Description:

RedTech Recruitment is offering an exciting opportunity for a Technical Customer Support Analyst (2nd Line) to join a fast-growing global software company that provides innovative, market-leading solutions to the higher education sector. This fully remote position allows you to work flexibly from anywhere in North America, supporting clients across the region while being part of a collaborative, technology-driven environment.

The successful candidate will act as the first point of contact for customers, providing high-quality technical support, resolving software and infrastructure-related issues, guiding clients through upgrades, and ensuring an exceptional customer experience. This role is ideal for professionals with strong SQL expertise, excellent communication skills, and a passion for delivering outstanding technical service.

Key Responsibilities:

• Serve as the frontline support for customer inquiries, triaging, managing, and resolving technical cases within defined SLAs.

• Provide technical troubleshooting and guidance on a wide range of applications used in student housing, residence life, and commercial operations.

• Execute software upgrades for both hosted and on-premise environments, ensuring minimal disruption to client operations.

• Respond effectively to service outages, identifying root causes and restoring functionality swiftly.

• Maintain accurate documentation, including client communication logs, technical notes, and resolution records.

• Collaborate with cross-functional teams on QA testing, system enhancements, and internal improvement projects.

• Actively contribute to refining support processes to improve service delivery efficiency and customer satisfaction.

• Uphold a customer-centric mindset, demonstrating professionalism, patience, and problem-solving agility in every interaction.

Required Qualifications:

• Previous experience in a technical customer support, helpdesk, or service desk role.

• Strong SQL skills (commercial-level proficiency required).

• Solid understanding of IT infrastructure fundamentals, including servers, networks, and data management.

• Familiarity with HTML/CSS and Microsoft Office Suite.

• Excellent problem-solving, troubleshooting, and documentation abilities.

• Strong communication skills, with a proven ability to manage multiple cases effectively.

• Self-motivated, organized, and proactive with a keen interest in learning new technologies.

• Beneficial: Experience with Microsoft Azure.

• Must be based in North America, preferably within Pacific or Mountain Timezones due to working hours.

What the Role Offers:

• Fully remote work setup, allowing flexibility and work-life balance.

• Opportunity to contribute to a rapidly expanding North American market within a global technology leader.

• Continuous training, mentorship, and career progression opportunities.

• Exposure to innovative technologies and collaborative problem-solving across global teams.

• Competitive salary, annual performance bonus, and comprehensive benefits package.

About the Organization:

RedTech Recruitment partners with technology-driven companies across various sectors, connecting top-tier talent with innovative businesses. In this role, you’ll be supporting a global software company that designs and delivers enterprise-level solutions for universities and educational institutions, helping them optimize operational efficiency and enhance student engagement. This position offers a chance to grow your technical career within an organization that values expertise, integrity, and customer excellence.