Sr. Technical Analyst

• 60% - Quality Interactions
  

Provide client-centered technical support via omni-channel interactions to achieve key performance goals. This includes ensuring client interactions are addressed in a timely and accurate manner and meeting or exceeding service levels. As a senior technical analyst, be able to assist technical analysts with their tickets.

• 20% - Triage & Resolution
  

Utilize the service desk platform (JSD) for ticket management by providing adequate log notes, timely ticket updates, and working towards First Contact Resolution (FCR) for incoming inquiries to the Contact Center. Triage more complex incidents and elevate them to the Support Center for resolution. As a senior technical analyst, be able to assist technical analysts on Evolve IP products, triaging, and FCR.

• 20% - Associate Development
  

Develop the skills necessary to troubleshoot a wide range of products/infrastructure using standard methods of procedure. Participate in weekly training sessions to learn internal and proprietary technologies. Utilize the Evolve IQ education portal to expand your technology skillset, improve ticket resolution, and advance your career.

• 1+ years of experience working with a Unified Communications, VoIP, or Cloud-Based Collaboration Platform
  
• 1 to 3 years of Help Desk/Technical Support Center experience
  
• Strong interpersonal, written, and oral communication skills in English
  
• Desire to work in a fast-paced team environment within the technology sector
  
• Experience with a Service Desk Platform for Ticketing (ICD, JSD, SNOW, Ivanti, SFDC, etc.)
  
• Proficiency with Microsoft 365 applications
  
• Proficiency with triaging inbound technical customer issues and appropriately diagnosing case severity/priority
  
• Proficiency with networking basics
  
• Successfully demonstrated the ability to provide coaching and the development of junior associates
  

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.