Senior Contact Center Analyst

TOGA Technology•Naperville, IL

2d•Onsite

About The Position

The Senior Contact Center Analyst provides advanced technical support to enterprise clients through phone, ticket, and chat channels. This position troubleshoots technical issues, maintains accurate documentation, meets service-level expectations, and delivers a professional customer experience. The Senior Analyst must be comfortable working independently and collaborating with analysts, leads, management, and other technical teams.

Requirements

Availability to work in office for all assigned shifts in a 24/7 Contact Center, including evenings, weekends, or holidays.
Previous help desk, service desk, or technical support experience.
Previous experience using a ticketing system such as Freshservice, ServiceNow, Zendesk, ConnectWise, or a similar platform.
CompTIA A+ certification.
Strong troubleshooting, problem-solving, organizational, and time-management skills.
Ability to manage multiple tickets and competing priorities.
Ability to work effectively both independently and in a collaborative team environment.
Strong written and verbal communication skills.
Ability to document technical information and explain solutions to nontechnical users.
Strong attention to detail and ability to remain professional during high-pressure situations.
Experience providing professional, white-glove technical support to CEOs, C-suite executives, and other senior leaders.

Nice To Haves

Two or more years of help desk, service desk, or technical support experience.
Experience supporting enterprise clients or working for a managed service provider.
Experience with Microsoft 365, Active Directory, Microsoft Entra ID, Windows, printers, VPNs, and common business applications.
Experience working under service-level agreements and established escalation procedures.
Additional certifications such as CompTIA Network+, Security+, or Microsoft certifications.

Responsibilities

Provide Tier 1 – Tier 3 technical support to enterprise clients through phone, ticket, and chat channels.
Troubleshoot hardware, software, account access, network connectivity, Microsoft 365, and other end-user technology issues.
Document troubleshooting steps, customer communication, actions taken, and resolutions within the ticketing system.
Manage assigned tickets and follow up with customers until issues are resolved or appropriately escalated.
Prioritize work based on urgency, business impact, service-level agreements, and escalation procedures.
Escalate complex or unresolved issues to the appropriate internal team, client resource, or vendor.
Maintain clear and professional communication with customers throughout the support process.
Follow client-specific procedures, standard operating procedures, and security requirements.
Assist with high-priority incidents and coordinate with leadership and technical teams as needed.
Contribute to knowledge base articles, troubleshooting guides, and internal documentation.
Complete clear shift handoffs for unresolved or ongoing issues.
Meet established expectations for ticket quality, productivity, customer satisfaction, and service-level performance.
Perform other duties as assigned based on operational and client needs.