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Global Tech Support Analyst

3 months ago

Santa Monica, United States INSPYR Solutions Full time
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: $18-18.26/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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