Technical Support Analyst

Matrix Solutions Pittsburgh, PA
technical technical support analyst matrix technical sales data revenue media technical support customer service troubleshooting solution
December 12, 2022
Matrix Solutions
Pittsburgh, PA

Matrix Solutions is the leading global media ad platform provider. We are seeking an ambitious Technical Support Analyst with a strong customer service and technical background.  The qualified candidate must be highly motivated, energetic, and eager to deploy our software solutions and solve client issues.  This is a unique opportunity for a motivated individual to learn from our experienced team, solve problems for our premier client base and grow with our organization.

This position is based in Pittsburgh, PA, where we utilize a hybrid work model with most tasks performed remotely.

What you will be doing:

  • Maintaining in-depth knowledge of current and future Matrix products and services.
  • Delivering onsite and remote/virtual product training.
  • Providing first and second level technical support to our clients.
  • Using critical thinking and troubleshooting skills to properly assess and diagnose client reported problems.
  • Managing the progress, and facilitating the resolution, of production support requests.
  • Proactively contacting and updating clients regarding issue status.
  • Providing assistance to customers through phone, chat, and email by troubleshooting and resolving technical issues regarding the Matrix product suite.
  • Performing technical services and assisting in the deployment of our solution to clients.
  • Performing data normalization; ensuring that data remains cleansed and highly actionable through sales intelligence reporting.
  • Utilizing SQL and proprietary tools to configure and modify customer databases.
  • Other duties as assigned.

You should have:

  • A Bachelor’s Degree in a technical discipline
  • Customer-facing experience
  • A strong understanding of and comfort with Microsoft technologies, applications, and operating systems, web technologies (e.g., IIS) and related tool sets
  • Experience with SQL
  • Strong organization, time management, and multi-tasking skills
  • The ability to exercise sound judgment in any customer service scenario
  • Ability to quickly learn, analyze and resolve simple to complex application issues
  • Willingness and ability to exceed goals
  • Proven leadership ability with the ability to take direction from multiple constituents

You should also:

  • Be a true “team player†that enjoys challenges, is highly motivated and enjoys sharing ideas and recommendations
  • Have a strong customer focus and high attention to detail
  • Be very comfortable working in a technology environment and with clients
  • Have strong problem-solving skills coupled with reasoning to be able to resolve problems or offer alternate solutions
  • Be self-directed and results-oriented
  • Have a strong desire to contribute, learn and improve
  • Have excellent interpersonal and communication skills, both verbal and written
  • Have a dedicated space in your home from which to do this work

About Matrix Solutions

Matrix Solutions’ cloud-based global Media Ad Sales Platform serves as an effective, enterprise-wide solution for managing advertising revenue. Functioning as a fully integrated layer within a company’s workflow it enables users to aggregate, access, and interact with their pertinent sales data including insights, revenue, and analytics. The extensive sales capabilities and revenue-generating proficiency of the platform provides users a valuable return on investment. For more information on the Pittsburgh-based Matrix Solutions visit www.matrixformedia.com.

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