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The Technical Support Analyst will join our existing Technical Support team and provide outstanding technical support of N-able Technologies software products to our Partners in an inbound call center environment. The Technical Support Analyst is responsible for post sales technical contact with Partners including initial receipt, troubleshooting, resolution or escalation of support requests. The Technical Support Analyst I needs to be thorough, organized, and be able to manage time effectively in our challenging environment. Strong communication skills (written and oral), network troubleshooting skills, hands on systems administration and the ability to prioritize effectively are must have skills.
Responsibilities:
N-able Technologies is the preferred global supplier of remote monitoring and management technology and business support services for managed service providers. N-able's proven platforms offer the right combination of technology, people and processes, which help IT service providers to deliver highly profitable managed services to small- and medium-sized businesses.
Current Positions
To contact us about any of the positions listed below, please email your resume and salary expectations to hr@n-able.com, or fax to 613-592-2242. A member of our Human Resources team will contact you as soon as possible.
Responsibilities:
- Be initial point of contact for all service requests from Partners
- Provide first line support to N-able's Partners (triage issues and document information)
- Establish strong Partner relationships
- Document case progress and resolutions
- Prioritize case load while maintaining high Partner satisfaction
- Escalate issues to second line, when required
- Create solutions documents as required
- Rotational shift for coverage from 8:30 AM to 9:00 PM ET
- Prior experience working in an inbound call center environment
- Systems Administration experience with Linux and Microsoft Windows
- Strong written and oral communication skills
- Strong organizational and time management skills
- Strong troubleshooting skills
- Major Industry Certification an asset (MCSE, CCNA, CNE, RHSE...)
- Networking knowledge an asset (subnets, firewall concepts, ports and routing)
N-able Technologies is the preferred global supplier of remote monitoring and management technology and business support services for managed service providers. N-able's proven platforms offer the right combination of technology, people and processes, which help IT service providers to deliver highly profitable managed services to small- and medium-sized businesses.
Current Positions
To contact us about any of the positions listed below, please email your resume and salary expectations to hr@n-able.com, or fax to 613-592-2242. A member of our Human Resources team will contact you as soon as possible.
