Providing 1st and 2nd level support to clients using proprietary and third-party software applications, the full-time Global Support Services Analyst will manage technical inquiries, diagnose issues, and maintain documentation while working remotely. Key responsibilities Provide high-level technical expertise to clients and internal users via phone and email Record detailed incident information using the ticketing system and ensure timely resolution or escalation of issues Create and maintain product support documentation to enhance incident management and customer support Required qualifications Minimum of 2 years of customer-facing technology support experience Graduation from a two-year technical college in computer science, information technology, or a related field, or equivalent experience Ability to document solutions and communicate effectively with clients and internal partners Knowledge of technology principles and terminology, including Windows and Internet systems Ability to work independently and collaboratively as part of a team