Managed Services, Technical Analyst

3 weeks ago

Rochester NY, United States CallTower, Inc. Full time

Job Purpose:

The Tier 1 Support Technician will work as a member of the Technical Services Team within the CallTower Division of CallTower, Inc. to deliver excellent support experiences for our clients based on documented procedures. The technician is responsible for managing and supporting email and voice add, move, and change requests for CallTower clients. The technician will work collaboratively with Tier 2 support for CallTower clients. The Tier 1 Support Technician must strive to delight our customers, have a bias for action and demonstrate a passion for excellence.



Core Objective:

All activities and priorities are to be aligned with CallTower’s thematic goal and corporate playbook. We exist to connect people and behave with: 1) passion and willingness for excellence, 2) bias for action, 3) a focus to engage with and delight our customers. We aspire to listen, collaborate, have fun, be tenacious, support employees desire to continually improve, learn and grow, and be known for our expertise



Duties:

•Monitor network circuit performance and open support cases immediately for resolution

•Provide quality service to customers within the CallTower’s Service Level Agreement

•Answer and resolve incoming call, email, and chat requests for CallTower support relating to hosted voice and data communications

•Use company provisioning system to facilitate add, move, change, and delete requests for existing clients as needed

•Educate clients in the use of CallTower systems and applications as related to Internet

•Obtain general understanding of OS and application operations related to company offered services

•Correct possible configuration issues for clients

•Escalate support cases to Tier 2 support promptly as needed

•Must be willing to work nights and weekends

•Maintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimization

•Any other duties as assigned by management





Essential skills and experience:

•BS degree or equivalent work experience required, graduate or advance technical training strongly preferred Must possess a strong, can-do commitment to delivering excellent customer experiences

•Ability to empathize with customer concerns and have a focus on providing timely and accurate solutions

•Must be punctual and dependable for assigned shift

•Must have exceptional interpersonal and communication skills

•Must be fluent in English (spoken and written)

•Must have a strong desire to learn and recommend new technologies

•Must be able to work independently and efficiently to meet deadlines in a fast-paced environment

•Be able to document and troubleshoot multiple systems

•Industry certifications strongly preferred. Commitment to obtain necessary certifications within six months of hire date.

•Experience working with Microsoft and Cisco IOS a plus

•Experience with solving hardware and software issues

•Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers

•Technical Call Center Experience

  • Technical Project Manager

    3 weeks ago

    New York, NY, United States Analytic Recruiting Full time

    Job Description:A New York area investment firm is looking for a Technical Business Analyst with 5+ years of experience with a deep understanding of business technology platforms and technology project management to implement infrastructure and systems that will drive strategic growth.Strong Requirements:Candidates must have a strong technical background...

  • Technical Business Analyst

    4 weeks ago

    New York, NY, United States Open Systems Technologies Full time

    A financial firm is looking for a Technical Business Analyst to join their team in New York, NY. Compensation: $165-170k Responsibilities: Works with key stakeholders and Senior Management to understand and document business needs; Determine project scope and obtain sponsor approvalWorks with business stakeholders to gather requirements including...

  • Associate Analyst

    2 weeks ago

    Rochester, United States The Mayo Clinic Full time

    This position will manage the activities of the HIMS Technical Team, providing remote PC hardware, general technical troubleshooting, and customer service to HIMS, Clinical Systems, and Informatics staff. Candidates must have the ability to be onsite Analyst, Associate, Clinical, Staff, Technology, Healthcare

  • Help Desk Analyst

    2 weeks ago

    Rochester, United States Fast Tracking Solutions Full time

    ** This is a 6-month Contract-To-Hire opportunity**Benefits provided for the contract portion of this role include: Excellus BCBS Medical & Vision insurance, accrued PTO, paid holidays. Job Overview:We are seeking a Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical support and assistance to end-users....

  • Consult Tech Analyst

    5 days ago

    Rochester, New York, United States HCA Healthcare Full time

    Description IntroductionDo you have the career opportunities as a(an) Consult Tech Analyst -Frisbie Memorial-Rochester you want with your current employer? We have an exciting opportunity for you to join Frisbie Memorial Hospital which is part of the nations leading provider of healthcare services, HCA Healthcare.BenefitsFrisbie Memorial Hospital, offers a...

  • Technical Account Manager

    5 days ago

    Rochester, United States LMT Technology Solutions Full time

    Job DescriptionJob DescriptionDescription:LMT Technology Solutions (www.LMTtech.com) is a leading full-service Managed Services Provider (MSP) headquartered in downtown Rochester, NY, that serves the Rochester, Buffalo, and Finger Lakes region.Our services include IT Managed Services, Professional Services, Security and Compliance Services, Security...

  • Senior Data Analyst

    4 weeks ago

    Rochester, United States Coordinated Care Services, Inc. Full time

    HHUNY is seeking an experienced Senior Data Analyst with expertise in designing and implement studies of care management processes and outcomes for cohorts of clients in Health Homes. Proficiency in Tableau for creating and maintaining interactive data visualizations is essential for this role. Proficiency in data manipulation and analysis using SQL, and...

  • Monroe County OMH, Data Analyst

    3 days ago

    Rochester, United States Coordinated Care Services, Inc. (CCSI) Full time

    Job DescriptionJob DescriptionDescription:Data AnalystMonroe County Office of Mental HealthRochester, New York: fully onsiteFULL-TIME, nonexempt : 40 hoursCoordinated Care Services Inc (CCSI) seeks a talented Data Analyst to contribute their expertise in providing essential business services to our provider organizations and customers. The Data Analyst...

  • Technical Product Owner/Dita

    2 weeks ago

    Rochester, United States Talent Software Services Full time

    Technical Product Owner/Dita Job Summary: Talent Software Services is in search of a Technical Product Owner/Dita for a contract position in MN(Remote). The opportunity will be six months with a strong chance for a long-term extension. Primary Responsibilities/Accountabilities:Understands and considers both the business and the technical engineering/IT...

  • Marketing Campaign Analyst

    2 weeks ago

    Rochester, United States Horizontal Talent Full time

    *Must pass a drug test and background check once offered position* Job Summary: The Marketing Campaign Analyst supports the development, execution, measurement and refinement of multi-channel, multi touch marketing campaigns by partnering with other analysts, data scientists, marketing specialists, marketing managers, and 3rd party data and service...

  • Marketing Campaign Analyst

    2 weeks ago

    Rochester, New York, United States Horizontal Talent Full time

    *Must pass a drug test and background check once offered position*Job Summary: The Marketing Campaign Analyst supports the development, execution, measurement and refinement of multi-channel, multi touch marketing campaigns by partnering with other analysts, data scientists, marketing specialists, marketing managers, and 3rd party data and service...

  • Customer Service Representative

    1 week ago

    Rochester Hills, United States HRU Technical Resources Full time

    Job DescriptionJob DescriptionHRU has teamed up with FANUC to find a customer service representative for its Rochester Hills, MI location. This is a long-term contract offering a full benefits package. Candidate must be willing to work flexible hours and on call when needed. If you have excellent verbal and written communication skills, a great multi-tasker...

  • Technical Writers at Rochester, NY

    2 weeks ago

    Rochester, United States DBSI Services Full time

    Job DescriptionJob DescriptionJob Title: Technical WritersLocation: Rochester, NYJob Description:This person is an experienced technical writer capable of independently developing operator and service manuals for medical domain:Develops complete operator and service manuals.Develops and maintains standard templates to be used in the manuals.Develops...

  • Hotel Revenue Management Analyst

    5 days ago

    Rochester, United States Hotel Resource Full time

    **Hospitality - Hotel** **Hotel Revenue Management Analyst** Hotel Revenue Management Analyst DelMonte Hotel Group Rochester NY **Hotel Revenue Management Analyst** **Company:** DelMonte Hotel Group **Location:** 909 Linden Avenue 14625 US **Category:** Hospitality - Hotel **Degrees Required:** Not Specified **Employment Type:** Full-Time **Manages...

  • Software Developer

    5 days ago

    Binghamton, NY, United States Innova Solutions Full time

    Innova Solutions is immediately hiring a Software Developer - Technical Manager. Position Type: Full Time Employee As a Software Developer - Technical Manager, you will: We are seeking an ambitious software engineering professional to join our leadership team. The successful candidate will be responsible to coach, support, train, and motivate team...

  • COE Technical Manager

    3 days ago

    Rochester, United States American Packaging Corporation Full time

    Job DescriptionJob DescriptionDescription:For over a century, American Packaging Corporation (APC) has been a leading flexible packaging converter for customers throughout North America. We nurture our employees by providing competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs. These are just a few reasons why we were...

  • Technical Product Owner/Dita

    1 week ago

    rochester, United States Talent Software Services Full time

    Technical Product Owner/DitaJob Summary: Talent Software Services is in search of a Technical Product Owner/Dita for a contract position in MN(Remote). The opportunity will be six months with a strong chance for a long-term extension.Primary Responsibilities/Accountabilities:...

  • Business Analyst

    4 days ago

    Rochester, United States Expleo Full time

    Overview Trissential is a trusted partner for end-to-end quality services and management consulting. As a part of our parent company Expleo, we have a footprint in 30+ countries. Our Mission is to have a positive impact on every person who interacts with Trissential. Clients love us because we are service focused. Employees love us because they are valued...

  • Technical Program Manager, Structuring Analyst, Data Centers

    1 week ago

    New York, NY, United States Google Full time

    Minimum qualifications:Bachelor's degree in Finance, Math, Statistics, or Engineering, or equivalent practical experience.5 years of experience structuring wholesale energy market business agreements, including retail energy supply, PPA agreements, and investments.2 years of experience managing projects.Experience in programming and building quantitative...

  • Technical Product Owner/Dita

    2 weeks ago

    Rochester, MN, United States Talent Software Services Full time

    Technical Product Owner/Dita Job Summary: Talent Software Services is in search of a Technical Product Owner/Dita for a contract position in MN(Remote). The opportunity will be six months with a strong chance for a long-term extension. Primary Responsibilities/Accountabilities:Understands and considers both the business and the technical engineering/IT...