Note: The job is a remote job and is open to candidates in USA. TRISTAR Insurance Group is seeking a System Support Analyst to provide high-quality technical assistance to users and ensure operational efficiency. The role involves managing support tickets, resolving issues, and performing technical troubleshooting to enhance user experience.
Responsibilities
- Manage and resolve support tickets within established response time targets
- Maintain high ticket throughput while ensuring quality is not compromised
- Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume
- Perform deep-dive technical troubleshooting to identify root causes of system issues
- Ensure all escalations to Level 2 or developments are accurate and comprehensive, including:
- Clear reproduction steps
- Detailed impact analysis
- Severity levels and relevant system logs
- Testing enhancements and bugs for monthly releases
- Contribute to the internal knowledge base by documenting new resolutions and common workarounds
- Share technical insights with the team to improve collective problem-solving capabilities
- Suggest system functionality improvements based on recurring user pain points
Skills
- Proven experience in technical support or system analyst role
- Strong troubleshooting skills and the ability to analyze system logs
- Excellent written and verbal communication skills
- Ability to work in a fast-paced environment with a focus on throughput and efficiency
- Contribute to the internal knowledge base by documenting new resolutions and common workarounds
- Share technical insights with the team to improve collective problem-solving capabilities
- Suggest system functionality improvements based on recurring user pain points
Company Overview