NOC Analyst
Description
Scale Computing is the leader in edge computing, virtualization, and hyperconverged solutions for customers around the globe. The company transforms the way businesses use infrastructure technology through the delivery of innovative products and services, with a philosophy of innovation and employee empowerment driving its commitment to best-in-class customer experiences, partner success, and shareholder return. Employees, known internally as "Scalers," operate by five core values: Vigilant, Owner, Integrity, Champion, and Empower.
About the Role
As the Junior Support Analyst within the Networking Support vertical at Scale Computing, your primary role is to serve as the initial point of contact for customers utilizing our Managed Networking Services. You are crucial in providing timely and effective support by promptly responding to customer inquiries, diagnosing and resolving technical issues, and ensuring comprehensive documentation of customer interactions and solutions. This role will collaborate closely with cross-functional teams, and your responsibilities include escalating complex issues to higher support analysts when necessary and contributing to the overall efficiency of the Networking Support team by following established support processes. Your customer-centric approach, strong communication skills, and adaptability to evolving technologies are crucial to maintaining customer satisfaction and the smooth operation of the Managed Networking Support Team.
This is a full-time in-office role based in our Austin, TX office.
What You’ll Do
• Respond to customer inquiries and issues via phone, email, or chat.
• Expectation of handling multiple calls a day, along with email, ticketing, and instant messaging
• Diagnose and resolve Tier 1 technical issues with Scale Computing's products and services.
• Document customer interactions and solutions for future reference.
• Escalate complex issues to higher support tiers when necessary.
• Collaborate with cross-functional teams to address customer needs.