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Engineering - ETO Senior Client Services - Partner Helpdesk Analyst

2 months ago

Salt Lake City, United States ICONMA Full time
  • Must be client-focused with ability to provide white-glove treatment to our clients.
  • Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
  • Address client requests and issues via phone or email.
  • Provide world class quality of service to our clients throughout the resolution process.
  • Engage engineering teams and product owners to assist with troubleshooting as needed.
  • Perform ‘cradle to grave’ ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
  • Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
  • Maintain effective documentation by regularly reviewing and updating knowledgebase content.
  • Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
  • Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.