Technical Support Analyst

Published date Posted on Indeed on Sep 14, 2021 (14 d ago)

We are a closely-held web and mobile application development firm and we are looking for a driven and capable Technical Support Analyst. As a MercuryWorks technical support analyst, you’ll be working directly with customers to help them resolve requests and challenges.

You’ll be responsible for understanding customers’ needs, communicating solutions, solving problems, and working with an incredibly talented team to help our customers succeed. If you love working with people and enjoy a challenge, we’d love to hear from you!

Our ideal candidate is someone who...

  • Has a desire to help people and a strong sense of empathy
  • Is willing to learn new things, and has an aptitude for technology
  • Has a minimum of 1-2 years experience supporting customers' use of their website, software and/or technical services
  • Has a good understanding of how websites work including being able to troubleshoot minor HTML and CSS issues
  • Can work independently in a remote environment and interact with the rest of the team via Microsoft Teams
  • Can update websites using WordPress and similar administrative suites
  • Can assist engineers in the resolution of website and web application support requests

You'll do well if you have...

  • Excellent writing and communication skills
  • Patience, grace, a sense of humor - and some moderate GIF sharing abilities
  • A knack for taking technical language and making it understandable
  • A desire to make everything you touch better
  • Experience working with the following web platforms and technologies:
    • WordPress
    • HTML & CSS
    • Microsoft 365
    • Azure

Responsibilities include (but may not be limited to)...

  • Be on the front line interacting with our customers through email, phone or Zendesk
  • Troubleshooting and fixing problems on client websites, web applications and native applications
  • Work with our engineering teams to understand and resolve complex issues
  • Escalate technical issues with the appropriate team for investigation
  • Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives


This Is A Remote-Friendly Position

Mercury is a distributed workforce with developers and designers located throughout the United States. We are open to applicants located anywhere in the continental United States (we fine all team members being within 3 time zones of each other best for collaboration) and also Tampa-based developers.

About MercuryWorks

We are a Florida-based group of talented designers and developers devoid of heavy corporate structures, approval processes and tight boundaries. Noted by our clients as giving that little extra that truly sets us apart, we seek to build sustained, successful relationships, ship customized solutions and deliver strategic counsel and zealous service. mercuryworks.com

About H1B Visas and Recruiters

At this time we are not considering the sponsorship of H1B candidates. Also, no recruiters. Definitely; please no recruiters. None. No matter how good you think your candidate is.

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