Analyst, Technical Support

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects 

the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! 

Our Core Values: 

Relentlessly Pursue Excellence

Empower People & Partners 

Make a Difference

No Boundaries

Embrace Possibilities

Our Application Engineering team at Arise is looking for an IT Tier 4 Application Support Analyst who will report into the Senior Director of Application Engineering. The IT Tier 4 Application Support Analyst will be responsible for providing senior-level technical support to internal and external end-users of IT systems and applications. The role involves diagnosing and resolving technical issues, providing data and training to end-users, and ensuring that all issues are resolved in a timely and effective manner. The IT Tier 4 Application Support Analyst will also be responsible for documenting support requests and maintaining accurate records of support incidents.

What you will take on:

• Diagnose, analyze, and resolve complex system problems for internal and external customers through incident ticketing system.
• Collaborate with cross-functional teams, including key stakeholders and IT professionals, identify system issues, and implement effective solutions.
• Develop and maintain documentation, including troubleshooting procedures to facilitate knowledge sharing 
• Coordinate with other IT members to escalate as needed and resolve complex technical issues using good judgement.
• Function and communicate in a global support team.
• Respond to ticketing incidents by priority and assignment.
• Fully document resolution, and communication history to customer in incident ticket.

Our new team member will need:

• Minimum Associate's degree in Computer Science, Information Technology. Preferred: Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent experience.
• Required: 3+ years of experience in IT customer support, with a focus on end-user support and troubleshooting.

• Required: Fluent in English; written and spoken.
• Required: Able to work Eastern schedule: 8:00am-5:00pm ET 

• Required: Basic SQL query skills
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues involving multiple systems.
• Working knowledge of Salesforce Sales & Service platform desired
• Strong communication skills, empathy, and patience to effectively assist end users with technical issues and the ability to interact professionally with stakeholders at all levels
• Effective communication skills, with the ability to interact professionally with stakeholders at all levels and convey technical information to non-technical audiences.
• Build and maintain positive relationships with end users by providing exceptional customer service
• Knows when to escalate issues to a higher-level support team and able to provide comprehensive information for effective escalation.
• Ability to effectively document support request and solutions for future reference.
• Basic understanding of commonly used operating systems (e.g., Windows, macOS) and software applications.

When smart, creative and passionate people get together, the results are astounding and the 

opportunities limitless! Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V