Technical Support Analyst (Product Support)

About AvePoint

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com .

Overview

Do you have a passion for customer satisfaction and the skills to troubleshoot in a technical environment? We’re looking for someone who can quickly become an expert in delivering exceptional solutions that solve our customers’ biggest challenges.

What will you be doing?

The Technical Support Analyst role puts you in a high-exposure support position assisting our enterprise customers and resolving technical issues with our software solutions. Working with your colleagues, developers, product managers, and account managers, you will have the opportunity to develop your technical and leadership skills through continuous learning opportunities.

Your responsibilities will include:

• Product Support: Becoming an expert in our product suite and working hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Window Server, and IIS. Supporting our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud. Analyzing and troubleshooting software issues through the use of internal logging and development resources.
• Customer Service: Utilizing your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email. Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.
• Serving as the support contact for customers – regularly connecting via phone, email, and remote sessions
• Analyzing complex issues by reviewing product-specific logs and utilizing root cause analysis skills <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,&amp