The Company

ISA Consulting is an IT company offering end-to-end solutions in Digital Transformation, Digital Consulting and Business Process Services – supporting all Tech Stacks. Collectively we service a multitude of clients across industries and company verticals. We are a culmination of some of the brightest Full Stack Developers, Data Engineers, Architects, Project Managers, Quality Analysts, Strategists, spanning across multiple time zones.

Job Summary

We are looking for a skilled Support Analyst to join our team and play a crucial role in addressing customer inquiries. As a key technical member of our support team, you will provide advanced issue resolution as a tier-two responder, collaborating closely with front-line responders and other team members. The ideal candidate is highly responsive, communicative, and detail-oriented, with a commitment to delivering thorough and effective solutions. You will be instrumental in providing both proactive and urgent support to ensure exceptional service.

Responsibilities & Duties

• Create a positive customer experience utilizing chat enabled AI technologies.
• Respond to customer inquiries in a timely manner and resolve issues based on the Application Support Playbook.
• Triage ticket by completing required information gathering, issue identification, and replication steps.
• Assist users with alternative workflows and configurations to enable customers to overcome application obstacles.
• Escalate tickets to appropriate team to assure SLA’s are maintained.
• Contribute to software documentation, knowledgebase articles, and other client-facing materials.
• Work with Support Engineers to continuously update the Application Support Playbook.

Requirements and Skills

• Excellent written and oral communication skills.
• Engaging personality with strong customer empathy and active listening skills.
• Keen sense of attention to detail.
• Obsessive documentation practices.
• Problem solver with follow-through on tasks.
• Seeker of excellence with unending pursuit of improvement.
• Unselfish team player.
• Quickly learn and understand technology.

Education & Experience

• College degree in Computer Science or Information Systems related area.
• Familiar with client-server architecture, modern programming language, and SQL.
• 2 to 4 years of working experience.
• eDiscovery experience is a big plus.
• Familiar with Azure/AWS a plus.

Hiring Policy

This job description may evolve over time. ISA Consulting is dedicated to diversity and inclusion, ensuring a fair workplace for all, regardless of race, color, religion, gender, national origin, age, disability, or any other protected status.