Support Analyst

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Mission

The Support Analyst is one of the most critical roles and at the heart of Agio’s mission to create a loyal client base. Every client, every interaction, every day, the Support Analyst is focused on delivering a stellar service experience. The Support Analyst, reporting to the Client Support Manager, will be responsible for delivering outstanding technical support for Agio’s dynamic end users and client systems. A commitment to effective communication, quality, attention to detail, and follow through is key to success in this fast-paced role.

Responsibilities

  • Deliver a stellar remote end user and systems support experience
  • Utilize The 3Ws and The 3Cs in all internal and external communication
  • Monitor and manage email and SalesForce queues
  • Performance of “health checks” with an attention to quality and detail – address anomalies or escalate, as needed
  • Quick resolution of cases and/or involvement of the proper teams
  • “Own It” and see cases through to client-confirmed resolutions
  • Assist with automation of repetitive tasks and suggest efficiencies
  • Document support-related solutions and client environments
  • Identify repetitive issues for root cause analysis
  • Ensure cases exceed client expectations and are within Agio pre-defined OLAs
  • Projects, as assigned

Requirements

  • Passion for delivering an outstanding client experience
  • Superior written and verbal communication skills
  • Confident and friendly phone presence
  • Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
  • Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
  • 2-5 years of experience providing end-user support
  • Collaborative, team-player, stays “Cool Under Pressure”
  • Ability to provide off-hours on-call support
  • Strong troubleshooting and problem solving skills

Required Technical Skills

  • Windows and Mac OS, MSFT Office, and common business applications
  • Hardware: Printers, peripherals, and mobile devices
  • Basic knowledge of Active Directory and networking

Desired/Optional Technical Skills

  • MSFT System Center Operations Manager (SCOM)
  • Scripting (PowerShell, VBScript, batch)
  • Automation Software such as AutoSys
  • Windows 2003 and 2008 clustering.
  • MS SQL Server, FTP, VMware, BES, MSFT Exchange
  • Unix/Linux systems

Education

  • B.S./B.A. degree or relevant experience preferred
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