About this role
This position provides remote technical support for various hardware and software applications across the enterprise. This position is the initial customer contact for issues within the organization and provides support as a mentor for the Support Center Analyst. Role model and demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety of others.
Provide technical support via phones and/or other media as required.
Complete and document all calls in the form of Service Tickets.
Escalate and monitor tickets through IS&S support layers to issue resolution. Dispatch vendors or division contacts as required for on-site repairs.
Analyze and determine the magnitude of incidents and escalate to management any identified trends affecting our customers to reduce overall incidents to customers.
Assist with the training and development of other team members.
Perform select advanced level functions under the direction of an Operational Analyst.
Clearly communicate technical analysis and resolution through written documentation within knowledge base.
Perform Administrative division support (SAP) requests for new equipment and users account needs.
Must be able to perform the essential functions of this position with or without reasonable accommodation.
Minimum Position Qualifications:
1 year + Support Center Analyst experience.
Strong customer service background.
Excellent communication and presentation skills to effectively communicate information to customers and to all levels within the organization.
Must be able to work a 8 hour shift between 8am-8pm and weekends when required.
OTHER SKILLS THAT APPLY:
Diplomacy
Professionalism
Filing
Organizing
Planning
Multi-tasking
Prioritizing
Proof Reading
Problem-Solving
Mail Merge
Reporting
Confidentiality
All your information will be kept confidential according to EEO guidelines.