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Technical Support Analyst

As a MercuryWorks technical support analyst, you’ll be working directly with customers to help them resolve requests & challenges.

You’ll be responsible for understanding customers’ needs, communicating solutions, solving problems, and working with an incredibly talented team to help our customers succeed. 

If you love working with people and enjoy a challenge, we’d love to hear from you!

Our ideal candidate is someone who...

  • Has a desire to help people, a strong sense of empathy & compassion for their needs
  • Is willing to learn new things, and has an aptitude for technology
  • Has a minimum of 1-2 years experience supporting customers' use of their website or technical services via telephone, email, and chat
  • Has a good understanding of how websites work. This includes being able to troubleshoot minor HTML and CSS issues in web browser-based developer tools.
  • Has the ability to prioritize and multi-task under time constraints
  • Ability to work independently in a remote environment and interact with the rest of the team via Teams.

You’ll do well if you have...

  • Excellent writing and communication skills
  • Patience, grace, a sense of humor, and some moderate GIF sharing abilities
  • A knack for taking technical language and making it understandable
  • A desire to make everything you touch better

Responsibilities may include... 

  • Be on the front line interacting with our customers through email, phone or Zendesk
  • Troubleshooting and fixing problems on client websites, web applications and native applications
  • Work with our design and engineering teams to understand and resolve complex issues 
  • Escalate technical issues with the appropriate team for investigation 
  • Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives

Requirements 

  • Applicants must have at least an Associate degree, Bachelor’s Degree is preferred 
  • Experience working with the following web platforms and technologies is a plus: 
    • Microsoft Office 365 
    • Modern SharePoint 
    • Azure
    • PowerShell
    • Sitefinity
    • WordPress
  • This Is A Remote-Friendly Position

    Mercury is a distributed workforce with developers and designers located throughout the United States.  We are open to applicants located anywhere in the continental United States (we find all team members being within 3 time zones of each other best for collaboration) and also Tampa-based developers.

    About Mercury

    We are a Florida-based group of talented designers and developers devoid of heavy corporate structures, approval processes and tight boundaries.  Noted by our clients as giving that little extra that truly sets us apart, we seek to build sustained, successful relationships, ship customized solutions and deliver strategic counsel and zealous service.  

    About H1B Visas and Recruiters

    At this time we are not considering the sponsorship of H1B candidates.  Also, no recruiters.  Definitely; please no recruiters.  None.  No matter how good you think your candidate is.

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