Support Center Analyst

Summary:

Responsible for front-line hardware / software support and system administration of various business platforms. Acts as a liaison between internal / external customers and second level support groups.  

Essential Duties and Responsibilities:

1. Provide first 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. Account creation and management for Active Directory, Salesforce, Exchange 2016, O365, Google, TapClicks, Skype, RDS. 

3. Provide in-depth diagnoses various operating system, device, service, printing, network, and client application issues (e.g. Outlook, Salesforce, etc.). 

4. Maintain vast knowledge and thorough understanding of all products and services. 

5. 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. 

6. 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.

7. Escalate incidents as needed, acting as liaison between customers and 2nd level support groups. 

8. Maintain complete and accurate detailed documentation history on all support calls and issues through a call tracking system.

9. Actively participate in      learning opportunities and apply knowledge to continuously improve the      customer experience.

10. Provide one-on-one training upon request.

11. Perform related work and additional duties as needed or required.

Education/Experience:
Minimum 3 years customer service in a software/hardware support capacity required. Detailed knowledge of Windows OS, Microsoft Office, iOS and Android mobile platforms, and support utilities. Working knowledge of Mac OS preferred. Certifications recommended: HDI – Support Center Analyst, Microsoft Office Specialist (MOS). A.A. degree preferred.

Requirements and Qualifications:

• Strong critical thinking and problem-solving skills
• Commitment to delivering a positive customer experience with every customer interaction
• Exceptional interpersonal skills, with a focus on rapport-building and active listening skills 
• Self-motivated, proactive, creative and efficient in problem analysis and resolution
• Ability to learn and retain information quickly and present ideas in user-friendly language
• Ability to convey enthusiasm and a positive attitude in all interactions