IT - Customer Support Analyst II (Remote)

Cincinnati Financial

1d•Remote

About The Position

The Cincinnati Insurance Company is currently seeking an IT Customer Support Analyst to provide courteous, professional technical phone support for customers on a variety of software and hardware problems. Looking to fill shifts between the hours of 9:15 AM to 6:00 PM. Hours during the training period may differ.

Requirements

knowledge of computer hardware and software technologies
prior help desk experience preferred
excellent written and verbal communication skills
ability to analyze and solve problems
aptitude for technology
attitude for excellence in customer service
working knowledge of PC’s and networks
proficient in Windows operating systems
proficient knowledge of Microsoft® Office products (i.e. Word, Excel and Outlook)
some college experience in Information Technology
any Microsoft certification

Nice To Haves

knowledge of call center software and ticketing systems
experience providing both customer support and service
some college experience in Information Technology
any Microsoft certification

Responsibilities

use incident/problem management system to document, track, update and close case activities
provide customers with technical assistance and guidance to prevent recurring problems
perform basic hardware and software troubleshooting to resolve or escalate incidents
provide management with status reports
perform and understand how to correctly follow processes, procedures, and standards within department
follow and support internal and external audit compliance
improve and develop technical support skills through outside education, self-study, etc.
perform and possible administrative functions within the team to accomplish team goals