Technical Support Analyst

Welcome to ProQuest, where we are dedicated to providing our customers with cutting-edge technology solutions. As a Technical Support Analyst, you will play a crucial role in ensuring the smooth operation of our products and services for our clients. We are seeking a highly skilled and motivated individual with a strong technical background and exceptional problem-solving abilities. If you are passionate about technology and thrive in a fast-paced, customer-focused environment, we would love to have you on our team. Read on to learn more about the qualifications and responsibilities for this exciting opportunity.

1. Provide technical support to customers via phone, email, and chat in a timely and professional manner.
2. Troubleshoot and resolve technical issues related to ProQuest products and services.
3. Communicate effectively with customers to understand their needs and provide appropriate solutions.
4. Document and track all customer interactions and issue resolutions in the designated system.
5. Collaborate with cross-functional teams to escalate and resolve complex technical issues.
6. Stay updated on the latest product features and updates to provide accurate and efficient support.
7. Create and update technical support documentation for internal and external use.
8. Identify and report recurring technical issues to the product development team for long-term solutions.
9. Participate in product testing to ensure quality and functionality for customers.
10. Provide excellent customer service and maintain a positive and professional attitude at all times.

According to JobzMall, the average salary range for a Technical Support Analyst in Philadelphia, PA, USA is $45,000-$65,000 per year. However, this may vary based on the company, level of experience, and specific job duties. Some technical support analysts may earn more with additional certifications or specialized skills.

ProQuest LLC is an Ann Arbor, Michigan-based global information-content and technology company, founded in 1938 as University Microfilms by Eugene B. Power. ProQuest provides applications and products for libraries.