Dedicated Client Support Analyst

Klik Solutions•Reading, PA

1d•$55,000 - $70,000

About The Position

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise. We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration. Dedicated Client Support Analysts serve as in-house resources assigned to specific clients. Each assigned analyst’s role is unique as they are ingrained within an active Managed Service Client’s organization. Working as an escalation point of contact for incidents and requests from the Technical Operations Teams, and assisting with inbound volume from phone calls and emails, coordinating support where appropriate. Each Analyst is expected to respond to incidents or service requests using the Autotask ticketing system and the Vonage phone system for all calls, emails, voicemails, or in-person requests.

Requirements

A minimum of 4 years of experience in a Helpdesk / IT Support Center
Sound knowledge of computer hardware/software, mobile devices, operating systems, and network-related technologies
Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
Must be customer-focused and service-oriented, attentive to details, with the ability to multitask and act with professionalism always
Flexible schedule required Monday through Sunday
Technical degree or certification
Must have own vehicle and valid driver’s license

Nice To Haves

Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are a plus
Familiarity with mobile tools and applications
Familiar with Kasey Autotask, Datto RMM, and Auvik is a plus

Responsibilities

Provide technical service and support to end users
Assist Klik Operations personnel by responding to questions (Support, SOC, Engineering, etc.)
Monitor the dedicated queue, provide triage of all incidents, and request tickets to determine the next steps in troubleshooting.
Apply best practice troubleshooting techniques to identify the problem, investigate the cause, and recommend a solution.
Document incidents and requests in the Autotask managed ticketing system, record actions, and follow up on deferred actions.
Follow all assigned company-filed procedures and protocols
Serve as primary SME for client Business Applications and 3rd Party Vendor Support POC
Collaborate with the Klik Managed teams and share information across the organization, ensuring ongoing documentation updates and alignment
Comprehend customer requirements and make appropriate recommendations/briefings
Build positive relationships with end-users
Keep end-users informed of the progress and status of calls/tickets throughout the resolution.
Collaborate with end-users and co-workers to diagnose and resolve problems
Ensure the ticket queue has accurate statuses on tickets
Troubleshoot, analyze, resolve, track, escalate, and document all incidents and requests.
Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
Resolve end-user issues within an appropriate SLA MTTR timeframe or escalate to the appropriate team/tier for resolution following documented escalation procedures and processes.
Respond to and diagnose problems through user discussions using problem recognition, research, isolation, and resolution steps.
Assist and participate in new projects when assigned.
Respond to users in a friendly and professional manner, ensuring all responses are technically accurate, documented, updated, and closed per SLAs.
Maintain all metrics and KPIs
Serve within a dedicated On-Call Rotation for assigned client ticket escalations for after-hours incidents, both remote and onsite.