Click here to apply for this position
Technical Support Analyst will be responsible for the day to day monitoring of all the user communication via e-mail, telephone, or support tickets. The support analyst will create and update support tickets utilizing Agio’s workflow process. This person must be a strong communicator and independent worker. She/he will be responsible for tracking user requests with effective ticket routing and escalations. This person will be required answer and respond to all incoming client support calls, emails, and web portal support tickets within a defined SLA. The support analyst will provide detailed updates to the clients on any user request. She/he will provide clear and concise communication between the end user and internal/external escalation points.
Requirements:
- Strong customer service background and skills in a technology environment.
- Skilled troubleshooting and problem-solving skills.
- Excellent communications skills (written and oral).
- Basic Knowledge of Microsoft server environment.
- Basic knowledge of Active Directory.
- Basic knowledge of Microsoft Exchange 2003/2007.
- Knowledge of computer systems and/or networks.
- Ability to work any shift.
Responsibilities:
- Answer support phone line and monitor support email distribution lists.
- Clearly communicate with both clients and internal teams
- Ticket requests and escalate them to appropriate support teams.
- Acknowledge and respond to service issues within the defined SLAs.
- Review, classify, prioritize, and analyze problematic situations and escalate as necessary.
- Ability to handle multiple priorities.
- Ability to identify trends and suggest improvements in current processes.
- Follow process and demonstrate initiative.
- Provide standard coverage hours.
- Perform daily checks and tasks as required by management.
- Provide daily and weekly SLA reports.
- Other duties as assigned.
Preferred Experience:
- Background in helpdesk support.
Preferred Skills:
- Understanding of financial industry, a plus.
- Familiarity with web based ticketing systems.
- Knowledge of ITIL.
Preferred Education: Associates Degree or relevant experience.
Physical Demands: While performing duties of this job, the employee is regularly required to sit and work at a computer. The employee must be able to lift/move weight up to 10lbs. Employee is also required to accept incoming calls and must be able to hear and speak.
