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Call Center Analyst

2 months ago

Manassas Park, United States Iron Bow Technologies Full time

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.

WHAT YOU'LL BE DOING

  • You are the first line of support to provide basic end-user technical support via phone, email, or Microsoft Teams.
  • User account management (password reset, account unlocks, assigning permissions)
  • Escalating incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs)
  • Updating users on the status of their incident or service request.
  • Providing proactive maintenance workstations as appropriate, for example, ensuring security patches are installed, and applications are up to date.
  • Provide excellent customer service and maintaining a positive attitude.
  • Collaborating with team members to share knowledge and best practices for resolving customer issues.
WHAT YOU BRING TO THE TABLE
  • HS + 0-2 years' experience in a call center or IT environment. You can substitute education for experience.
  • You have the ability to troubleshoot and resolve basic technical issues.
  • Your multi-tasking skills are top notch
  • Excellent customer service and communication skills.
  • Empathy and being able to relate to the end-user.
  • Proven ability to follow processes and procedures accurately.
  • Your attention to detail is impressive.
  • You are a team player with a positive attitude.
  • You are able to pass a customer background check
  • You are able to obtain a Windows 10 and Office 365 or CompTIA certification within 90 days of hire
  • Previous experience in a customer service or technical support role is a plus.
  • We'd love it if you had your CompTIA A+ certification.
WHY YOU'LL LOVE IT
  • Be part of an inclusive team that encourages development and growth in your IT career.
  • Grow your skillset of troubleshooting, critical thinking, customer service skills and comfort with speaking to everyone in the business, from the CIO to an intern.
  • You will learn how to deliver helpdesk magic Efficiently managing incidents while giving the best customer service possible and playing a direct role in customer success.


OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.