Offer summary

Qualifications:

Experience in providing technical assistance over the phone., Enrolled in IT-related classes, certification training, or degree preferred., Experience in the customer service industry., A+ Certification is preferred but not required..

Key responsibilities:

Resolve problems reported to the service desk by phone or web tickets.

Provide first-level contact and problem resolution for customer issues.

Communicate promptly on ticket status and resolution.

Work with vendors to resolve issues when necessary.

Job description

Department: Blue Mantis

Location: Remote

Compensation: $16.00 - $19.24 / hour

Description

The Support Center Analyst – AAT provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The Support Center Analyst – AAT is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task.

Key Responsibilities

Resolve problems reported to the service desk by phone or web tickets
Provide first-level contact and problem resolution for customer issues
Provide timely communication on ticket status and resolution.
Answer phone calls received by the call center by the SLA.
Resolve or escalate issue as needed.
Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
Quickly and effectively communicate with customers within the set SLA.
Work with vendor to resolve issues when required.
Continuously improve upon technical skills sets within assigned areas of expertise.
Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
Regular, predictable and punctual attendance.
May occasionally need to work on holidays or weekends.

Skills, Knowledge & Expertise

Experience with providing technical assistance over the phone.
Able to multi-task by working on multiple open tickets simultaneously.
Experienced in working in a fast-paced environment with multiple priorities and projects.
Able to investigate, analyze and troubleshoot customer issues.
Comfortable making decisions on issue resolution without supervision.
Demonstrates excellent verbal and written skills.
Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.

Qualifications:
Experience in the Customer Service industry
A+ Certification preferred but not required
Enrolled in IT related class, certification training, or degree preferred, but not required.

The hourly rate for this position in the U.S. is $16.00 to $19.24 per hour. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, job level, years of experience and location.

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