What is the Technical Support Analyst role?

The Technical Support Analyst serves as the first line of support for our customers, partners, and care teams, ensuring they have seamless experiences with platform. You will provide excellent customer service, problem diagnosis, and creative resolution for CopilotIQ+Biofourmis products and supporting technologies. This role is critical to maintaining the trust and satisfaction of those who rely on our platform to deliver care.

In this position, you will be the voice of support for our users, handling inquiries via phone, email, and other channels with professionalism and empathy. You will troubleshoot issues, guide users through our applications, and maintain detailed documentation to support continuous improvement. Over time, you will become a trusted resource for both customers and internal teams, known for your ability to resolve issues quickly while maintaining exceptional service standards.

What you’ll be doing:

• Provide exceptional customer service in person, via phone, and email as appropriate, ensuring all users feel supported and valued
• Resolve help desk issues including troubleshooting hardware and software issues with urgency and accuracy.
• Assist users with application navigation, helping them understand and effectively use platform features
• Perform user administration duties, including setting up accounts for new customers and managing user access
• Provide prompt and accurate feedback to customers, keeping them informed throughout the resolution process
• Maintain detailed documentation of issues, resolutions, and customer interactions to support knowledge sharing and process improvements
• Collaborate with Product, Engineering, and Operations teams to escalate complex issues and communicate customer feedback
• Contribute to ongoing process improvement efforts by identifying trends in support issues and recommending solutions

What you’ll bring

• 2-5 years of experience in a technical support or analyst role interfacing with internal or external customers
• Bachelor's degree or equivalent degree in a relevant field, or equivalent experience
• Customer-first mindset with empathy, patience, and dedication to delivering outstanding service experiences
• Excellent troubleshooting and problem-solving skills across different platforms and devices, with the ability to diagnose issues methodically and think creatively about solutions
• Strong communication and organizational skills, with the ability to explain technical concepts clearly to non-technical users
• Ability to work well with people and within cross-functional teams, maintaining professionalism under pressure
• High attention to detail and commitment to maintaining accurate documentation and following established processes