Technical Support Analyst

Job Description

Follett Software is seeking a Technical Support Analyst to provide product and technical support to its customers. The Technical Support Analyst will answer complex questions on function and usage of products via telephone or email and serve as a primary liaison between the company and its customers. The role is integral to exceeding customer expectations by creating a positive experience with each interaction.Follett Software believes that by empowering educators to amplify their impact on students’ lives, they can change the world. Their goal and mission is to drive the future of education, inspired by educators to deliver transformative technology.Responsibilities:

• Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
• Serves as primary technical support liaison between company and customer.
• Keeps customer informed of how and when problems are resolved.
• Ensures a positive, high quality professional service-oriented relationship with the customer.
• Conveys customer feedback to Technical Support leadership.
• Participates in internal projects as required.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum 1 year of experience in a technical support role, preferably in a SaaS or software environment.
• Experience in customer service, client-facing roles, and technical troubleshooting.
• Strong problem-solving, diagnostic, and organizational skills with a detail-oriented approach.
• Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools.