Analyst

DOCUMENT STORAGE SYSTEMS INC•North Palm Beach, FL

8d•$45,000 - $59,000

About The Position

DSS, Inc. is a leading health information software development and systems integration company, offering services and solutions utilized daily by thousands of clinicians and administrative staff across both public and private sectors nationwide. Overview The Analyst role is an entry-level position designed to build skills in ITIL practices and Continual Improvement methodologies as they relate to product development and service delivery. In this role, the Analyst will triage and manage multi-channel, Level 1 customer requests through a ticketing/helpdesk system, providing timely support for software and tools. The position also includes assisting customers with software installation, maintenance, troubleshooting, and repair, while ensuring a logical and efficient approach to all tasks. Acting as a front-line representative of DSS, Inc., the Analyst delivers excellent customer service and contributes positively to team collaboration and organizational success.

Requirements

Skilled in client troubleshooting activities with a 100% focus on customer service.
Possess analytical skills.
Work effectively (maintaining accuracy and sensitivity) under tight timelines and schedules.
Determine the importance or impact of issues and situations and take appropriate actions.
Possess excellent listening skills and a commitment to communicating in a clear, concise, and timely manner at all times.
Organize time effectively while identifying barriers to progress and setting priorities.
Possess proven aptitude for understanding troubleshooting and the ability to learn new software as needed.
Be effective and willing to adapt to a rapidly growing organization.
Proficient in Microsoft Office Products (Word, Excel, Outlook)
Required: High School or GED
Required: Information Technology Infrastructure Library (ITIL) within 45 days of employment
1 years experience in a similar role

Nice To Haves

Associate’s degree preferred; equivalent combinations of work experience and/or education will be considered.
Applicable industry certifications such as CompTIA, ITIL, Microsoft Server & Client paths, Pharmacy Tech, Medical Tech, etc.

Responsibilities

Shadows other TIS agents when providing customers with known solutions and updates to customer inquiries within expected timeframes.
Shadows other TIS agents when communicating with external and internal clients via instant message, phone, and/or email.
Participates in training to gain company, department, and product knowledge.
Successfully complete the assigned training curriculum within the probationary period.
Successfully complete the applicable Knowledge and Troubleshooting assessments within the probationary period.
Handle large volumes of emails (approximately 25+ emails daily).
Handle large volumes of phone calls (approximately 15+ daily).
Follows guidelines in the Standard Operating Procedures manual, the Service Level Agreement, and the Operating Level Agreement.
Performs other duties as needed.