Support Center Analyst

Valpak•Saint Petersburg, FL

55d

About The Position

Provides first and second level hardware / software support and system administration of various business platforms. Acts as a liaison between internal / external customers and second level support groups. Provide sales training and support across multiple domains and applications. Under minimal supervision and responsible for after-hours on call support. Essential Duties and Responsibilities: 1. Provide first and second level support for software, hardware, and telecommunication issues; to include the resolution of complex problems in our product mix with advanced troubleshooting skills to determine proper routing, and customer follow up on expectations and resolutions. 2. Process incoming emails to Support Center according to email rotation schedule. 3. Account management for Active Directory, Salesforce, Exchange 2016, O365, Google, TapClicks, AdMall, RDS. 4. Provide in-depth diagnoses various operating system, device, service, printing, network, and client application issues (e.g. Outlook, Salesforce, etc.). 5. Proficient in the proprietary systems such as VPOffice, MDC, MMA, Salesforce CPQ, Salesforce Cases and Salesforce Payment Process. 6. Provide basic training and support to all corporate employees and the franchise network across multiple domains and applications. 7. Instruct users on best security practices in order to protect corporate equipment as well as data across the network. 8. Act as advocate for customers, ensuring that issues are resolved within the team or by the second level groups in a satisfactory manner; escalating to leadership when necessary. 9. Efficiently prioritize incoming incidents, following prescribed business processes including systems and tool utilization to provide technically accurate solutions to the user community with minimal user interruption. 10. Work independently to effectively prioritize and resolve highly technical issues using remote support technologies. Use analytical and problem-solving skills to research wide range of hardware and software issues in a fast-paced environment. 11. Escalate incidents as needed, acting as liaison between customers and 2nd level support groups. 12. Maintain complete and accurate detailed documentation history on all support calls and issues through a call tracking system. 13. Assist other second level teams in testing of new hardware and software prior to rollouts. 14. Actively participate in learning opportunities and apply knowledge to continuously improve the customer experience. 15. Act as subject matter expert on systems, providing documentation and training upon request. 16. Continuously complete additional training to ensure ability to support end users on the latest releases. 17. Perform related work and additional duties as needed or required.

Requirements

Strong critical thinking, multitasking, and problem-solving skills
Excellent verbal and written communication skills with a focus on active listening
Self-motivated and results-driven with strong leadership qualities
Ability to learn and retain information to become subject matter expert on supported systems
Ability to convey enthusiasm and a positive attitude in all interactions

Responsibilities

Provide first and second level support for software, hardware, and telecommunication issues; to include the resolution of complex problems in our product mix with advanced troubleshooting skills to determine proper routing, and customer follow up on expectations and resolutions.
Process incoming emails to Support Center according to email rotation schedule.
Account management for Active Directory, Salesforce, Exchange 2016, O365, Google, TapClicks, AdMall, RDS.
Provide in-depth diagnoses various operating system, device, service, printing, network, and client application issues (e.g. Outlook, Salesforce, etc.).
Proficient in the proprietary systems such as VPOffice, MDC, MMA, Salesforce CPQ, Salesforce Cases and Salesforce Payment Process.
Provide basic training and support to all corporate employees and the franchise network across multiple domains and applications.
Instruct users on best security practices in order to protect corporate equipment as well as data across the network.
Act as advocate for customers, ensuring that issues are resolved within the team or by the second level groups in a satisfactory manner; escalating to leadership when necessary.
Efficiently prioritize incoming incidents, following prescribed business processes including systems and tool utilization to provide technically accurate solutions to the user community with minimal user interruption.
Work independently to effectively prioritize and resolve highly technical issues using remote support technologies. Use analytical and problem-solving skills to research wide range of hardware and software issues in a fast-paced environment.
Escalate incidents as needed, acting as liaison between customers and 2nd level support groups.
Maintain complete and accurate detailed documentation history on all support calls and issues through a call tracking system.
Assist other second level teams in testing of new hardware and software prior to rollouts.
Actively participate in learning opportunities and apply knowledge to continuously improve the customer experience.
Act as subject matter expert on systems, providing documentation and training upon request.
Continuously complete additional training to ensure ability to support end users on the latest releases.
Perform related work and additional duties as needed or required.