Job Description

Job Location: Pittsburgh - Pittsburgh , PAEducation
Level: None
Travel Percentage: NoneWe are seeking a highly organized and customer-focused Support Analyst. This role is critical in ensuring a smooth transition for end users by providing frontline support, managing escalations, and maintaining clear communication throughout the process.
Key Responsibilities:
- Serve as the first point of contact for users.
- Provide exceptional customer service and support via phone, email, and chat.
- Escalate technical issues and user concerns to the appropriate teams promptly.
- Track and document user interactions and issues in a clear and organized manner.
- Collaborate with internal teams to ensure timely resolution of escalated issues.
- Assist in creating and maintaining support documentation and FAQs.
- Monitor rollout progress and report trends or recurring issues to leadership.

Qualifications:
- Proven experience in a customer service or support role.
- Excellent organizational skills and attention to detail.
- Strong communication skills, both written and verbal.
- Ability to manage multiple tasks and prioritize effectively.
- Comfortable working in a fast-paced, dynamic environment.
- Basic familiarity with software systems or willingness to learn quickly.
- Experience with ticketing systems or help desk tools is a plus.
- Understanding of escalation protocols and issue tracking.
- Ability to remain calm and professional under pressure.

About Fire Fighter Sales & Service Company

Fire Fighter Sales & Service Co. is a locally owned and WBE Certified company. The leading provider of fire protection equipment, design, installation and prevention services to commercial, industrial, institutional, government and residential customers in Pennsylvania, Ohio and West Virginia.

Fire Fighter Sales & Service Co. offerings:

Fire Alarm and Detection Systems * Clean Agent Fire Suppression * Industrial Fire Suppression * Portable Fire Extinguishers * Vehicle Systems * Sprinkler Systems * Emergency & Exit Lighting * Restaurant Hood Suppression Systems * Fire Hose * Cabinets * Monitoring * Area of Rescue Systems * First Aid * Air Sampling Systems * Foam Systems * Voice Evacuation & Mass Notification * Paint Spray Booth Suppression Systems * Marine Systems * Smoke and CO Detectors * Engineering Services * 24/7/365 Emergency Services * Certified Inspections & Training * Intrusion Detection * CCTV & IP Video * Access Control * Building Automation Control * Bi-Directional Amplification

All Lines Technology (DBA of Fire Fighter Sales & Service Co.) offerings:

IT Critical Services Assessments * Network Architecture & Design * Network Trouble Shooting * Storage Area Networks Solutions * Imaged Hardware * Managed Network Solutions * Network Security Solutions * IP Telephony * Power Management Solutions * Network Configuration * Virtualization * Cloud Computing * Cabling & Wireless * PC Deployment * Custom Managed IT Services * Disaster Recovery, Backup Strategies & Implementation

www.allinestech.com

Industry

Construction & Skilled Trades

Company Size

51-200 employees

Headquarters

Warrendale, PA

Year Founded

1946

Website

firefighter-pgh.com

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