[Remote] System Support Analyst

Note: The job is a remote job and is open to candidates in USA. TRISTAR Insurance Group is seeking a System Support Analyst who will provide high-quality technical assistance to users and ensure operational efficiency. The role involves managing support tickets, resolving issues at the first point of contact, and performing technical troubleshooting to enhance user experience.

Responsibilities

• Manage and resolve support tickets within established response time targets
• Maintain high ticket throughput while ensuring quality is not compromised
• Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume
• Perform deep-dive technical troubleshooting to identify root causes of system issues
• Ensure all escalations to Level 2 or developments are accurate and comprehensive, including: Clear reproduction steps, Detailed impact analysis, Severity levels and relevant system logs
• Testing enhancements and bugs for monthly releases

Skills

• Proven experience in technical support or system analyst role
• Strong troubleshooting skills and the ability to analyze system logs
• Excellent written and verbal communication skills
• Ability to work in a fast-paced environment with a focus on throughput and efficiency
• Contribute to the internal knowledge base by documenting new resolutions and common workarounds
• Share technical insights with the team to improve collective problem-solving capabilities
• Suggest system functionality improvements based on recurring user pain points

Company Overview