Technical Support Analyst jobs in Pittsburgh, PA

Butler Business Systems, LLC, a premier partner of Round 2, POS, Inc., is looking for talent to join our rapidly growing company. This is a great opportunity to get in on the ground floor with an innovative software business that puts its employees and customers first.

SKILLS AND RESPONSIBILITIES

• Provide technical support to customers via phone, email, and chat channels.
• Diagnose and troubleshoot technical issues related to our systems, products and services and escalate to internal team members when needed.
• Document customer interactions using the company’s proprietary ticketing system.
• Manage customer expectations and serve as a liaison between the client and internal departments.
• Collaborate with cross-functional teams to resolve complex service issues.
• Help to create and maintain knowledge-based articles related to technical issues.
• Remain current with company product updates and new features and industry specific skills.
• Contribute to improving the company’s service processes and procedures.
• Participate in on-call rotation for after-hours support as necessary.
• Install new equipment and systems for customers.

QUALIFICATIONS

• Technical degree in a related field or equivalent work experience. 4-6 years of experience in a technical support role.
• Excellent communication skills.
• Exceptional problem-solving, multitasking, and troubleshooting skills.
• Ability to work effectively in a fast-paced, team-oriented tech environment.
• Knowledge of SQL Syntax.
• Proven ability to comprehend technical issues, from simple to complex.
• Handle Level II customer support requirements at a minimum.
• Demonstrated experience with Microsoft Office (or similar) applications.
• Prior computer networking experience preferred.
• Must be willing to work from our offices located in Butler, PA.

● Bonus points:

• Experience with credit card processing or CRM or POS systems.
• Experience with Linux operating systems.
• Familiarity with PostgreSQL.
• Familiarity with phone systems (Twilio, Jive, GoTo, etc..).
• Project management or team lead experience.
• Familiarity with software development tools preferred.

We offer a comprehensive benefits package including a Health Care plan, Dental and Vision along with vacation and sick days after 60 days of employment.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Overtime pay

Experience level:

• 5 years

Schedule:

• On call
• Weekdays

Experience:

• Technical support: 4 years (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Butler, PA 16001 (Required)

Work Location: In person