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About the Role
As the Junior Support Analyst within the Networking Support vertical, you will serve as the initial point of contact for customers using our Managed Networking Services. Your role is crucial in providing timely and effective support by responding to inquiries, diagnosing and resolving technical issues, and documenting interactions. You will collaborate with cross-functional teams, escalate complex issues, and contribute to the team's efficiency by following established processes. A customer-centric approach, strong communication skills, and adaptability are key to maintaining customer satisfaction.
Responsibilities
- Respond to customer inquiries and issues via phone, email, or chat.
- Handle multiple calls daily, along with email, ticketing, and instant messaging.
- Diagnose and resolve Tier 1 technical issues with Scale Computing's products and services.
- Document customer interactions and solutions for future reference.
- Escalate complex issues to higher support tiers when necessary.
- Collaborate with cross-functional teams to address customer needs.
Requirements
- Strong communication and interpersonal skills.
- Basic understanding of networking and technical troubleshooting.
- Ability to follow processes and procedures accurately.
- Customer-focused with a positive attitude.
- Quick learner and adaptable to new technologies.
- High School diploma (or equivalent) required.
Skills
- Networking
- Technical troubleshooting
- Customer service
- Linux
- Linux commands
- Fortinet
Location
- Austin, TX
Work Type
- Full-time
- In-office
Experience Level
- Junior
Education Level
- High School diploma or equivalent
- CompTIA certifications preferred
Benefits
- Medical, dental, and vision insurance
- Company-paid life insurance, short-term disability, and long-term disability
- Flexible Spending Accounts
- Additional life/AD&D coverage
- Critical illness and hospital indemnity insurance
- Legal insurance
- Pet insurance
- 401(k) plan
- Employee-directed Paid Time Off
- 10 paid company holidays
- Paid parental leave
- Volunteer Time Off (VTO)
About the Company
- Scale Computing is the leader in edge computing, virtualization, and hyperconverged solutions.
- The company transforms how businesses use infrastructure technology through innovative products and services.
- A philosophy of innovation and employee empowerment drives commitment to best-in-class customer experiences, partner success, and shareholder return.
- Employees, known internally as 'Scalers,' operate by five core values: Vigilant, Owner, Integrity, Champion, and Empower.
Equal Opportunity
- Scale Computing is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.