Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM
4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests.
Provide timely, accurate, and professional responses to support tickets.
Troubleshoot and resolve functional and technical issues, escalating when appropriate.
Conduct root cause analysis and implement solutions to prevent recurring issues.
Develop deep functional knowledge of OnePlan to effectively support end users.
Test new release updates and system enhancements; document findings and report defects or improvement opportunities.
Collaborate with internal teams to address complex issues and support system improvements.
Maintain accurate documentation of issues, resolutions, and support procedures.
Contribute to knowledge base articles and user documentation as needed.

Proven experience in a ticket-based support environment (Zendesk experience preferred).
Strong troubleshooting and problem-solving skills.
Ability to prioritize tasks and respond quickly in a time-sensitive environment.
Proficiency in Microsoft Word, Excel, PowerPoint, and Power BI.
Strong written and verbal communication skills.
Detail-oriented with strong organizational skills.
Ability to work independently while collaborating effectively with cross-functional teams.

Support Analyst

Key skills