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Global Tech Support Analyst - Long Term Project - Santa Monica, CA.
Title: Global Tech Support Analyst
Location: Santa Monica, CA.
Duration: Long Term Project - 6-12 months
Compensation: $17-18/hr.
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US
Qualified candidates may send a copy of their resume (Word Format) to tsanchez@inspyrsolutions.com
The Global Tech Support Analyst is a member of the Global Service Desk that provides front-line support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised. The Global Tech Support Analyst documents, communicates, tracks, and monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level Agreements. Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.
Duties:
Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email.
Interprets, analyses, researches and resolves simple to moderately complex inquiries
Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.
Research, resolve, and respond to all calls, e-mails, chats, call-backs, and Self-Service requests in a professional and timely manner in accordance to established guidelines and procedures
Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
Utilizing the internal knowledge base, experience and team resources
Provide technical advice, guidance, and informal training to customers
Support, maintain, and train users on mobile handheld devices
Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users
Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.
Support multiple locations and remote users via remote tools
Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers
Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team resources
Document issues and troubleshooting steps concisely in the ticketing system
Follow up on open issues with escalation groups to provide updates to customer
Qualifications:
2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
Must have a good understanding of personal computers, printers and peripherals
Must have a good understanding of Microsoft PC operating systems
Must have excellent telephone, listening and communication skills
Must be disciplined to learn and follow standard operating procedures
Must effectively and efficiently communicate with all levels of employees
Good problem-solving ability
Able to work independently and as part of a team to attain individual and team goals
Must be customer focused
Must demonstrate strong follow-up and follow through abilities with a sense of urgency
Must demonstrate ability to manage multiple tasks and assignments
Familiar with various elements of Information Technology infrastructure
Available to work flexible shifts that will include nights, holidays & weekends
Available to provide onsite support coverage at various locations
Our benefits package includes:
Comprehensive medical benefits
Competitive pay, 401(k)
Retirement plan
…and much more
About INSPYR Solutions:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
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