TAC Analyst at Metro Communications and Conxxus

Sullivan, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Sep, 26

Salary

21.0

Posted On

10 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Problem-Solving, Technical Documentation, Remote Access Software, Diagnostic Tools, Communication Skills, Ticket Management, Analytical Skills, Interpersonal Skills, Cross-functional Collaboration

Industry

Telecommunications

Description

Job Summary The TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service-related inquiries and technical challenges. Key Responsibilities * Respond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problems * Maintain high customer satisfaction scores and response time standards * Diagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approaches * Utilize diagnostic tools and remote access software to identify and fix technical problems * Create and maintain technical documentation, knowledge base articles, and troubleshooting guides * Contribute to continuous improvement of support processes * Identify when issues require escalation to engineering teams or senior specialists * Track and manage customer service tickets through completion, ensuring proper follow-up * Maintain detailed notes of customer interactions and technical solutions * Education & Experience * Degree in Computer Science or related technical field, OR equivalent experience * 1+ years of experience in technical support, customer service, or related field * Strong analytical and problem-solving skills * Basic understanding of relevant technologies * Excellent written and verbal communication abilities * Ability to explain complex technical concepts to non-technical audiences * Professional phone and email etiquette Preferred Qualifications * Industry certifications relevant to the company's products/services * Experience with remote diagnostic tools and software * Previous customer-facing role experience in a technical environment * Experience with data analysis and reporting tools Essential Skills & Competencies * Technical aptitude and ability to learn new technologies quickly * Systematic approach to problem-solving and troubleshooting * Customer service orientation with patience and empathy * Strong interpersonal skills for cross-functional collaboration * Ability to remain calm under pressure and handle difficult situations * Ability to work independently and prioritize multiple tasks Schedule * Full-time, in office position, 40 hours per week with overtime opportunities * Shift Schedule: Saturday to Tuesday 8am to 7pm Compensation & Benefits * Pay: $18.00 - $21.00, shift differential * 401(k) matching * Dental insurance * Health insurance * Life insurance * Vision insurance

Responsibilities

The TAC Analyst provides expert technical support and troubleshooting to resolve complex product issues for customers. They act as the primary technical liaison between customers and internal engineering teams to ensure optimal satisfaction.