About the Opportunity
Our client, a technology solutions company supporting the financial services industry, is seeking a Tier 1 Production Support Analyst to assist clients with technical inquiries and provide ongoing support for its software applications. This individual will troubleshoot system issues, coordinate with internal teams to resolve technical challenges, and help maintain a positive client experience. The ideal candidate will have a strong technical aptitude, excellent communication skills, and the ability to manage multiple support requests in a fast-paced environment. This position follows an 8:00 AM to 5:00 PM EST schedule and is a full-time hybrid role based in El Paso County, CO.
The annual base salary range is $60,000 to $75,000. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.
Job Responsibilities
- Provide first-level technical assistance to clients, troubleshooting software issues and responding to support requests in a timely manner
- Investigate reported problems, identify potential solutions, and coordinate with appropriate internal teams when additional technical assistance is required
- Manage incoming support tickets, maintain accurate records of reported issues, and track requests through resolution
- Monitor outstanding requests and prioritize activities to ensure established service standards and response times are met
- Collaborate with colleagues to coordinate daily support coverage and manage incoming workloads effectively
- Communicate technical information clearly to clients, providing updates and guidance throughout the resolution process
- Develop and maintain support documentation, troubleshooting resources, and internal knowledge materials
- Identify recurring technical issues and recommend improvements to existing support procedures
- Participate in team initiatives focused on improving service quality, operational efficiency, and client satisfaction
Job Requirements
- 1-3 years of professional experience in a technology-related role
- Open to working EST hours
- Experience providing technical or application support to end users, preferably within a software or SaaS environment
- Familiarity with ticket management systems and established technical support procedures
- Experience using issue-tracking platforms such as Jira or similar applications is a plus
- Ability to create and maintain technical documentation, user guides, and support resources
- Familiarity with collaboration and knowledge management tools such as Confluence or SharePoint is preferred
- Strong analytical and problem-solving skills with the ability to troubleshoot technical issues effectively
- Excellent communication and organizational skills, with a commitment to delivering high-quality client service
- Ability to work collaboratively across teams while managing assigned responsibilities independently
- Previous experience supporting technology solutions within financial services or insurance is a plus
