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Technical Support Analyst

2 months ago

Albany, New York, United States American Cybersystems Full time
Job Summary

We are seeking a highly skilled Service Desk/Call Center Analyst to join our team at American Cybersystems. As a Service Desk/Call Center Analyst, you will be responsible for providing exceptional technical support to our clients, resolving complex issues, and ensuring seamless service delivery.

Key Responsibilities
  • Receive, prioritize, and document end-user help requests in a timely and efficient manner.
  • Provide technical support via phone, email, or chat, ensuring that all issues are resolved to the client's satisfaction.
  • Triage requests to ensure accurate transfers and escalation, adhering to service level agreements (SLAs) and operational level agreements (OLAs).
  • Track open tickets and monitor ticket progress, closing ticket items when resolved.
  • Follow escalation and paging procedures to ensure SLAs/OLAs are being met.
  • Handle 40-50 end-user calls per day, providing exceptional customer service and support.
  • Collaborate with internal teams to resolve complex technical issues and improve service delivery.
Requirements
  • Strong technical support experience, preferably in a call center environment.
  • Excellent communication and interpersonal skills, with the ability to work with diverse clients and teams.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple requests simultaneously.
  • Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions.
  • Proficiency in PC hardware, software, and Active Directory, with a strong understanding of technical concepts and terminology.
  • Ability to type 40 WPM, with a strong typing test score.
What We Offer
  • A competitive hourly rate of $25-$30 per hour.
  • A comprehensive benefits package, including medical, dental, and vision insurance, 401(k), and flexible spending accounts.
  • A dynamic and supportive work environment, with opportunities for professional growth and development.