Technical Support Analyst

2 weeks ago


Bristol, Tennessee, United States Advanced Call Center Technologies, LLC. Full time

Technical Support Analyst

The Technical Support Analyst will play a crucial role in delivering assistance and solutions to both clients and team members. This position requires excellent communication abilities and adept problem-solving skills to ensure that IT challenges are addressed promptly and effectively.

Position Summary:

  • Handle incoming client inquiries and direct them appropriately
  • Proactively address issues to facilitate swift resolutions
  • Manage ticketing systems and oversee call distribution
  • Enhance client communication throughout the troubleshooting process
  • Ensure accurate allocation of client requests
  • Fulfill daily tasks as assigned by the team leader
  • Identify and resolve tickets that are pending resolution
  • Provide performance updates to management regarding team activities
  • Offer guidance and support to the IT support staff
  • Foster a positive team environment and boost morale

Qualifications:

  • 1-3 years of experience in desktop support preferred
  • Associate's degree or equivalent experience required
  • CompTIA A+ certification is advantageous
  • Proficient in troubleshooting network, hardware, and software challenges
  • Strong background in customer service
  • Able to work autonomously as well as collaboratively
  • Physically capable of handling and moving technical equipment
  • Willingness to work flexible hours, including weekends


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