Tech Support System Analyst

Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness. 

Job Responsibilities:

• Adhere strictly to shift schedule.

• Flexibility to changes in shift schedules.

• Provide comprehensive Customer/Technical support services to support center customers by phone and or email.

• Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.

• Use all available Knowledge Management Tools during processing.

• Take all necessary steps to ensure customer satisfaction at the end of the service.

• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components.

• Confirm and update customer profile information as needed.

• Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific work flow.

• Promptly notify management of any potentially “dissatisfied” customers.

• Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention.

• Confer with Team Lead to identify trending problems and work to develop solutions to open issues.

• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc.

• Proactively seek and possess business acumen for all clients (internal and or external) supported.

• Maintain proficiency in all applications utilized by clients supported.

• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

• Assist in the mentoring of Level I Analysts Backup role.

• Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.

• Perform customer support related tasks and special projects as assigned by management. 

Job Requirements:

• College graduate. (min. 4 year course) or equivalent work experience.

• Call center or sales skills and experience.

• Minimum of 12-18 months of Level I Help Desk/Technical Support experience preferred.

• Excellent verbal and written communication skills.

• Customer Service Skills.

• Microsoft Office Suite, Windows Operating Systems, and Internet applications.

• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.

• Candidate must be willing to work in shifting schedule.