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Technical Support Analyst

Austin, TX

MadCap Software is changing the way organizations around the globe are creating and delivering content to their customers and employees. With leading companies such as Illumina, Nestlé, VISA, Hewlett Packard, and Sony using our solutions, MadCap Software help organizations create user support sites, online Help, corporate intranets, knowledge bases, policy & procedure manuals, video tutorials, training guides and more.

Our customer-centric approach means we listen to our customers, understand their needs, and develop innovative solutions that make creating, managing and delivering content easier, faster and more cost-effective.

Named a Top Workplace by the San Diego Union Tribune, MadCap Software is currently seeking Level I Support to join our Technical Support team in Austin.

As a member of the Technical Support Department you will not only provide a valuable service to customers, but your insight can be influential in new product development and high-level customer decisions. MadCap Software is a unique team-oriented environment where your expertise is trusted and your voice is always heard. We provide an environment where the best ideas win, and we value going beyond what has already been achieved.

Requirements for the position:

  • 1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
  • Communicate technical issues over the phone to a variety of customers
  • Excellent customer service skills and willingness to go the extra mile helping customers
  • Familiar with and troubleshoot XML, HTML and CSS
  • Experience with Windows and MS Office products
  • Isolate and troubleshoot software issues and problems
  • High degree of responsibility, commitment and dependability
  • Work independently and as part of a team in a customer-driven, fast-paced environment.
  • Committed to helping the Support Team achieve their goals

We seek candidates who stand out individually, but we pride ourselves on working together as a team to achieve our strategic goals and fuel growth. MadCap Software is an Equal Employment Opportunity (EEO) employer and offers challenging opportunities that go beyond the boundaries of a job description.

MadCap Software offers a competitive compensation and benefits package, including stock options, paid health insurance (medical, dental & vision), FSAs (Flexible Spending Accounts), a 401K retirement plan, and PTO (Paid Time Off) including vacation, sick and holidays.

No agencies please. Local candidates only. Unrestricted US work authorization required.