Incident Response Specialist
2 weeks ago
As an Incident Response Analyst I, you will be responsible for analyzing and classifying customer cases, troubleshooting documentation, and escalating issues as needed. You will work closely with customers to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution.
Key Responsibilities:- Provide initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
- Establish friendly initial communications with customers to set clear expectations and provide prompt resolution.
- Document resolution and proactive status updates to technical issues clearly for customers and team members.
- Collaborate with the Level 2 support team to stay current on technology trends and information technology concepts.
- Resolve customer requests and incidents with a high sense of urgency and ownership.
- Working knowledge of relevant operating systems.
- Attention to detail.
- Good organization, time management, and prioritization.
- Ability to troubleshoot and think critically.
- Effective communication skills, including phone etiquette, writing, and active listening.
- Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
- Excellent verbal and written communications skills.
- Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
- 1-3 years of system administration, network, or database administration experience.
- 2-3 years of Customer Service experience.
- Medical, Telehealth, Dental, and Vision.
- 401(k).
- Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA).
- Life and AD&D.
- Short Term and Long-Term disability.
- Flex Paid Time Off (PTO).
- Leave of Absence.
- Employee Assistance Program.
- Wellness Program.
- Rewards and Recognition Program.
Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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