Support Center Analyst

Job Type

Full-time

Description

Summary:

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

• 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.
  
  

Requirements

Requirements and Qualifications:

• 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