Technical Support Analyst

TEKsystems•Town of Wappinger, NY

3d•Onsite

About The Position

This position provides effective evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to issues/resolutions. Resolution will include but not be limited to the following: Identify, research, and resolve technical problems, responds to telephone calls, email and personnel requests for technical support while documenting, tracking, and monitoring the problem to ensure a timely resolution. Fulfill technical training and support needs for personnel and customers with telephone activities. • Provide quality service to customers in all assigned tasks, while upholding client values at all times • Support all internal and external customers with product knowledge and expertise. • Provide solutions in a timely fashion for issues that may arise with all client products. • Log and track support calls in Salesforce, prioritize and escalate jobs as required. • Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity. • Brief customers as well as management on the status of current resolution efforts and attend daily/weekly and or monthly meetings. • Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation. • Access software updates, drivers, knowledge base, and FAQ’s resources on the Intranet to assist with end users’ issues. • Assist other teams to initiate, design and manage effective support solutions as directed by our business needs. • Assist with the development and testing of newly designed products for operational integrity and function • Meet and Exceed departmental and company KPI’s as set forth by leadership • Support Chat/Phones/Emails • Document case • Software upgrades/installs – Scenario Cloud support • Part inquiry Escalate case to Tier 2/3 if unable to resolve issue • Entry-Level ( A+ cert level ) • Basic Understanding of Networking • Strong Analytical skills As a “communicator” to all CC teams related to new PIB’s, product changes, updates to processes etc, storing these communications in a central area • Answer phone calls and emails from customers, internal and external • Create and Maintain service tickets for all customer interactions, through to closure • Collaborate and discuss solutions internally and outside the department to coordinate most effective solution. • SW and HW testing as required • Customer Feedback reporting and escalation • Providing quality customer service to all • Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution • Innovative thinker, to provide work around solutions to vast array of issues • Strong customer focus; service-oriented attitude Must be punctual and able to maintain good attendance

Requirements

Entry-Level (A+ cert level)
Basic Understanding of Networking
Strong Analytical skills
Strong customer focus; service-oriented attitude
Punctual and able to maintain good attendance

Nice To Haves

customer service

Responsibilities

Identify, research, and resolve technical problems
Respond to telephone calls, email and personnel requests for technical support
Document, track, and monitor problems to ensure timely resolution
Fulfill technical training and support needs for personnel and customers
Provide quality service to customers in all assigned tasks
Support all internal and external customers with product knowledge and expertise
Provide solutions in a timely fashion for issues that may arise with all client products
Log and track support calls in Salesforce, prioritize and escalate jobs as required
Identify trends in support calls and develop documentation to address common problems
Notify management of increasing trends, unusual activity or repeated activity
Brief customers and management on the status of current resolution efforts
Attend daily/weekly and or monthly meetings
Recommend product or system improvements
Access software updates, drivers, knowledge base, and FAQ’s resources on the Intranet
Assist other teams to initiate, design and manage effective support solutions
Assist with the development and testing of newly designed products
Meet and Exceed departmental and company KPI’s
Support Chat/Phones/Emails
Document cases
Perform software upgrades/installs – Scenario Cloud support
Handle part inquiries
Escalate cases to Tier 2/3 if unable to resolve issue
Act as a communicator to all CC teams related to new PIB’s, product changes, updates to processes etc
Store communications in a central area
Answer phone calls and emails from customers, internal and external
Create and Maintain service tickets for all customer interactions, through to closure
Collaborate and discuss solutions internally and outside the department
Perform SW and HW testing as required
Report and escalate customer feedback
Provide quality customer service
Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution
Provide work around solutions to a vast array of issues
Maintain punctuality and good attendance