[Hiring] Senior Technical Analyst @ScalableOS

Role Description

The Sr. Technical Analyst serves as the primary point of contact for customers requiring support for Unified Communications as a Service (UCaaS), VoIP, and related collaboration services. This role operates in a fast-paced, call center-driven environment and handles inbound calls, outbound troubleshooting, follow-up calls, and a high volume of support tickets. The technician provides first-contact support, performs initial troubleshooting and routine service requests, and maintains clear customer communication throughout the ticket lifecycle.

Qualifications

• Associate degree or equivalent experience
• 3 years of Help Desk/Technical Support Center experience
• 1+ years of experience working with a Unified Communications, VoIP, or Cloud-Based Collaboration Platform
• Strong interpersonal, written, and oral communication skills in English
• Desire to work in a fast-paced team environment within the technology sector
• Experience with a Service Desk Platform for Ticketing (JSD, SNOW, Ivanti, SFDC, etc.)
• Proficiency with Microsoft 365 applications
• Proficiency with triaging inbound technical customer issues and appropriately diagnose case severity/priority
• Proficiency with networking basics

Requirements

• Should be willing to accept a long-term work-from-home arrangement
• Should be amenable to a permanent night shift schedule (8AM – 5PM EST US Time Zone)

Company Description