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Technical Support Analyst
2 months ago
Employment Type: Full time
Worksite Flexibility: Onsite
Position Overview
We are seeking a dedicated Technical Support Analyst who is eager to elevate our service standards. If you possess a background in customer support and have strong problem-solving abilities, we encourage you to consider this opportunity.
Role Responsibilities- Provide first-level technical assistance to users, ensuring effective resolution of issues.
- Engage with clients through various communication channels to diagnose and address technical challenges.
- Document and escalate unresolved issues to higher support tiers with comprehensive details.
- Maintain clear communication with colleagues and management regarding emerging trends and significant challenges.
- Utilize exceptional customer service skills to surpass client expectations.
- Ensure meticulous recording and closure of all support tickets.
- Propose enhancements to existing procedures for improved efficiency.
- Continuously update your knowledge of technical processes, products, and services.
- Demonstrate advanced understanding of customer-specific applications and hardware.
- Adhere to established Service Level Agreements (SLAs) and understand their impact on business operations.
- Facilitate timely technical training for team members.
- Assist in the assessment and implementation of new tools and processes.
- Effectively manage workload by anticipating and prioritizing tasks.
- Work independently with minimal supervision.
Required:
- 3-5 years of experience in a technical support or service desk role.
- 1+ years of customer service experience in a professional setting.
- Strong troubleshooting and documentation capabilities.
- Experience with Active Directory.
- Proficient in supporting desktop and laptop hardware.
- Solid understanding of Microsoft Desktop Operating Systems.
- Basic knowledge of Mobile Device Management (MDM) tools.
- Excellent customer service and communication skills.
- Detail-oriented with a focus on accuracy.
- Degree in Information Systems, Computer Science, or equivalent experience.
- Experience with network printers.
- A+ Certification or similar credentials.
Ability to perform essential job functions in accordance with ADA and other applicable standards. This role primarily involves sedentary work, with occasional movement around the office for meetings. The employee must be able to perform repetitive tasks on a computer, utilizing standard office equipment.
Equal Employment OpportunityCAI is committed to providing equal employment opportunities to all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. We strive to ensure that all employment decisions are based solely on valid job requirements.
