Technical Support Analyst
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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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