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1 result for Desktop Support Analyst in Windsor, WI
- Middleton, WI
- remote
- Contract / Temporary to Hire
- 26 - 32 USD / Hourly
- <p>We are seeking an experienced <strong>SaaS Support Specialist</strong> to join a fast-paced, 24/7 support environment providing external end-user support. This role is ideal for someone who thrives in complex troubleshooting scenarios and enjoys working directly with customers across multiple support channels.</p><p>This is not a Tier 1/help desk password reset role—this position focuses on deeper technical support, often involving longer, more complex interactions and advanced issue resolution.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><ul><li>Provide Tier 2/3 technical support to external customers via phone, chat, and ticketing systems</li><li>Manage and resolve approximately 25–35 support tickets per week</li><li>Handle complex troubleshooting cases, including calls that may exceed 30 minutes</li><li>Utilize tools such as Zendesk and Genesys to manage customer interactions and track issues</li><li>Perform incident management, escalation, and resolution of advanced product issues</li><li>Maintain clear, accurate documentation and communication throughout the support lifecycle</li><li>Multitask effectively across calls, chats, and emails in a high-volume environment</li><li>Collaborate with internal teams and external stakeholders to resolve technical challenges</li><li>Support SaaS-based applications, including integrations, data flows, and system connectivity</li></ul><p><br></p><p><strong>Required Qualifications:</strong></p><ul><li>4+ years of experience in SaaS or technical support roles supporting external customers</li><li>Proven experience handling complex troubleshooting beyond Tier 1 issues</li><li>Strong incident management and escalation experience</li><li>Demonstrated ability to work in a 24/7, high-volume support environment</li><li>Excellent communication skills with a strong customer service mindset</li><li>Ability to multitask across multiple support channels simultaneously</li><li>Technically curious with a solid understanding of systems, applications, and integrations</li><li>Experience working within structured support frameworks (e.g., ITIL principles)</li></ul><p><br></p><p><strong>Preferred Qualifications:</strong></p><ul><li>CompTIA Network+ (Net+), A+, or similar certifications</li><li>ITIL certification or training</li><li>Background in network or technical systems-related education</li><li>Experience with IoT-style troubleshooting or highly integrated environments</li></ul><p><br></p><p><strong>Work Environment:</strong></p><ul><li>24/7 support environment supporting external users</li><li>Fast-paced, team-oriented setting with a focus on responsiveness and quality service</li></ul><p><br></p>
- 2026-04-09T00:00:00Z