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# Product Technical Support Analyst - Hybrid

- **Company:** Genesis10
- **Location:** Pennington, NJ, United States
- **Experience:** Starter
- **Salary:** $20,883.0 - $37,523.0
- **Contract:** Temporary contract
- **Skills:** IBM ViaVoice, Virtual Private Networks (VPN), Microsoft Office, Microsoft Software, Citrix Systems, Skype for Business, Microsoft SharePoint, Cisco Anyconnect, Network Support
- **Published:** June 24, 2026
- **Apply:** https://www.dice.com/job-detail/ef2923d2-d63e-49ad-986d-9735b1ba0e97

## About the Role

* 1-3 years of relevant experience
 * Excellent client care and customer service skills
 * Ability to work well as a team and build relationships with global partners
 * Excellent organizational skills, with the ability to prioritize workload
 * Ability to multitask and maintain focus on all areas of responsibility concurrently
 * Ability to consistently meet or exceed performance targets and goals
 * Able to work in a fast-paced environment

Desired skills:

 * Technology Call Center and or Customer Service experience
 * Ability to utilize multiple resources to determine causes and resolutions of problems and incidents
 * Hardware Support experience with Windows 10/11
 * Software Support experience with MS Office suite, Office 365, SharePoint, and Skype
 * Network experience with Citrix, VPN, and Cisco AnyConnect
 * Familiarity with ITSM Remedy is a plus

## Description

This role involves providing first-line technical support for internal employees via voice and chat channels within a 24/7 Global Service Desk. The successful candidate will join a fast-paced environment, troubleshooting Microsoft applications and proprietary systems, with a strong focus on delivering excellent customer care. This is a hybrid position requiring 4 days onsite and 1 day remote, contingent on performance., * Provide first line support for internal employees via voice and chat channels

 * Partner with regional and international teams to deliver best in class client care
 * Effectively manage multiple live chats simultaneously while achieving core metrics for operations and quality
 * Perform basic troubleshooting of Microsoft applications and proprietary systems
 * Document tickets clearly for second-line teams when first line resolution cannot be attained


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