Technical Support Analyst

Job overview

The Technical Support Analyst role is onsite in Boone, North Carolina, with work in the office five days a week. Compensation is not specified. The analyst supports ECRS customers using the company’s retail automation solutions. The role resolves customer software and hardware issues, documents support activity, and identifies bugs and trends. By coordinating with internal teams and on-site partners, the analyst helps deliver timely support and improve product and service reliability.

What you'll do

• Troubleshoot and resolve customer technical issues
• perform root cause analysis
• prioritize and monitor support tickets
• provide ticket updates through the help desk portal
• report software inefficiencies and trends
• coordinate with Team Leads, Escalation Managers, Development, QA, Sales, and other teams
• process replacement orders and return authorizations
• remotely install hardware and coordinate on-site support
• analyze and refine technical documentation
• work at least one week on-call each quarter, non-consecutively.

What we're looking for

Skills & competencies

technical support analyst

boone nc

onsite

software support

hardware support

help desk

troubleshooting

root cause analysis

retail automation

customer service

quarterly on-call

ecrs

Work arrangement

• Weekend coverage required

Why this role

The posting requires office attendance five days a week in or near Boone and specifies at least one non-consecutive week of on-call work each quarter.

About the employer

ECR Software Corporation is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.