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Customer Support Analyst – Tier 1 (Tacoma, WA)

Altec has an opportunity for an entry level Customer Support Analyst to provide Tier 1 technical application support for customers, resellers, partners and employees. As part of our Support Team, the CSA is responsible for responding to customer inquiries in a timely manner, logging incoming calls into CRM, documenting issue details, resolving cases if possible and escalating cases appropriately when resolution is not possible.

This position is temporarily a fully remote position – typically, the position is in-office 3 days a week and remote 2 days a week.

Key Responsibilities:

  • Act as first point of contact for all customer support issues
  • Maintain and distribute cases to the respective team member, while managing your own cases
  • Provide excellent customer service through phone, email, and remote desktop control applications
  • Acquire and maintain current knowledge of existing and older product offerings
  • Must travel for training and customer visits (infrequent, 10%)
  • Work one on-call/after hours weekly shift every 4 weeks

Qualifications:

  • Technical degree plus 1 year technical support experience OR 3+ years technical support experience.
  • Strong analytical and problem solving skills
  • Attention to detail with strong organizational skills
  • Ability to prioritize effectively and to perform proactively

In addition, work experience/coursework in two of more of the following areas required:

  • Working knowledge of Citrix or Terminal Services
  • Hands-on experience with one or more network and routing protocols
  • Experience with multiple server and workstation OS platforms
  • Experience/knowledge of MS SQL Server, SSRS Reports and SQL scripting
  • Knowledge of HTML, Javascript, XML and Web applications and Web services
  • Knowledge of accounting financial systems (Intacct, Acumatica, Sage, Dynamics, and Epicor products) and familiarity with accounting processes and terms

Altec Benefits
Altec offers a full range of health and welfare benefits including medical, dental, vision, life insurance and paid time off benefits. We also have a 401k plan with match.

To apply for this position, please email your resume to Kathleen Geriak at kathleengeriak@altec-inc.com with subject line “Job Position – Full Name”.