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We are offering a position of remote Technical Support Analyst within our organization. This position is a contractor-to-hire position in an organization that provides comprehensive Business Process Management development technologies. Please join us in our revolution to redefine the boundaries of what is possible for mid-level, enterprise-process solutions. We help enterprises of any size attain and sustain operation success through process excellence.
The Technical Support Analyst will be responsible for responding to first level, first contact technical support issues of a web based BPM system. Additional responsibilities will include receiving and documenting the customer name, contact name, and detailed description of the problem. First level analysis and attempt to resolve the problem if applicable will be required, and escalation of the issue to the next level support if a first level solution is not available. Analyst must also be aware of customer's SLA and provide appropriate response times within the guidelines of that SLA.
The Support Analyst will perform basic analysis to help further define the problem so that a root cause can be obtained. This position will support multiple platforms in a multi discipline environment. This position requires independent work, information sharing and assisting other analysts with support tickets.
The preferred candidate will not only possess the required technical skills, but will also carry the soft skills needed to be part of a world class technical support team. These skills include ability to listen and to communicate properly, courtesy, adaptability, creativity, interest in learning, and empathy for the customer.
Responsibilities:
⢠Provide first level technical support for customers via phone, email and support portal.
⢠Assist customers in troubleshooting issues as relates to their applications and environments.
⢠Communicate with and assist other first level analysts as needed on support issues.
⢠Communicate with second level support for more complex issues and coordinate communications between level 2 and customer.
⢠Document communications within the support portal.
⢠Coordinate with documentation specialists to submit knowledge base articles and updates to user documentation.
Experience:
⢠Two or more years of hands-on experience working in an end-user support role or computer operations environment required.
⢠Web Based Application utilization and support
⢠Microsoft Office
⢠Windows 7, Windows 8, Windows 10
⢠Windows Server 2008 and 2012
⢠Remote Desktop support
⢠Understanding of Active Directory
⢠Understanding of Networking
⢠Understanding of Windows Server Management
⢠Patch management
⢠Remote support for handheld smartphones and tablets
Education/Experience Requirements:
⢠Bachelor's degree in computer science, computer engineering, programming, engineering, or a related field and 2 years of related work experience.
⢠Technical support work, computer operations work, and programming work will substitute on a year for year basis of the required college.
Please email your resume and refer to JOB ID#TSA-01
