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Client Support Analyst

3 months ago

Burlington, United States Cirrus Group Consulting Full time
Job DescriptionJob Description

Description

Our Client has evolved far beyond its origins as a Managed Services Provider (MSP). Today, they stand as a comprehensive technology solutions provider, offering a broad spectrum of services that go beyond traditional IT support. The portfolio now includes digital marketing, data analytics, compliance, security solutions, and cloud expertise.


As a dynamic technology partner, they seamlessly integrate with clients as their one-stop solution for diverse needs. Whether it's crafting robust IT structures, implementing strategic digital marketing campaigns, harnessing the power of data analytics, ensuring regulatory compliance, fortifying security measures, or leveraging cloud technologies, they are committed to delivering excellence across the technological landscape.


Their growth signifies a commitment to providing holistic solutions, adapting to the ever-changing technological landscape, and empowering our clients to thrive in the digital era.


Dedicated Client Support Analystsserve as in-house resources assigned to specific clients. Each assigned analysts role is unique as they are engrained within an active Managed Service Clients organization. Working as an escalation contact point for incidents and requests from the Technical Operations Teams and assisting with inbound volume from phone calls and emails, coordinating support where appropriate. Each Analyst is expected to respond to incidents or service requests using the Autotask ticketing system and the Vonage phone system for all calls, emails, voicemails, or in-person requests.


Role and Responsibilities:

  • Provide technical service and support to end users
  • Assist Operations personnel by responding to questions (Support, SOC, Engineering, etc.)
  • Monitor dedicated queue, provide triage of all incidents, and request tickets to determine the next steps in troubleshooting.
  • Apply best practice troubleshooting techniques to identify the problem, investigate the cause, and recommend a solution.
  • Document incidents and requests in Autotask managed ticketing system, record actions, and follow up on deferred actions.
  • Follow all assigned company-filed procedures and protocols
  • Serve as primary SME for client Business Applications and 3rd Party Vendor Support POC
  • Collaborate with the Managed teams and share information across the organization, ensuring ongoing documentation updates and alignment
  • Comprehend customer requirements and make appropriate recommendations/briefings
  • Build positive relationships with end-users
  • Keep end-users informed of the progress and status of calls/tickets throughout the resolution.
  • Collaborate with end-users and co-workers to diagnose and resolve problems
  • Ensure the ticket queue has accurate statuses on tickets
  • Troubleshoot, analyze, resolve, track, escalate, and document all incidents and requests.
  • Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
  • Resolve end-user issues within an appropriate SLA MTTR timeframe or escalate to the appropriate team/tier for resolution following documented escalation procedures and processes.
  • Respond to and diagnose problems through user discussions using problem recognition, research, isolation, and resolution steps.
  • Assist and participate in new projects when assigned.
  • Respond to users in a friendly and professional manner, ensuring all responses are technically accurate, documented, updated, and closed per SLAs.
  • Maintain all metrics and KPIs
  • Serve within dedicated On-Call Rotation for assigned client ticket escalations for after-hours incidents, both remote and onsite.


Requirements

  • A minimum of 4 years of experience in a Helpdesk / IT Support Center
  • Sound knowledge of computer hardware/software, mobile devices, operating systems, and network-related technologies
  • Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
  • Must be customer-focused and service-oriented, attentive to details, with the ability to multitask and act with professionalism always
  • Flexible schedule required Monday through Sunday
  • Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are a plus
  • Familiarity with mobile tools and applications
  • Technical degree or certification
  • Must have own vehicle and valid drivers license
  • Familiar with Kasey Autotask, Datto RMM, and Auvik is a plus