Senior Technical Analyst
Senior Technical Analyst
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
SUMMARY
The Sr. Technical Analyst is responsible for all frontline interactions from our company to the Client Support Center. The ideal candidate will provide quality first responses to omnichannel client interactions offer technical support and achieve high client satisfaction.
JOB RESPONSIBILITIES
- 60 Quality Interactions
Provide clientcentered technical support via omnichannel interactions to achieve key performance goals. This includes ensuring client interactions are addressed in a timely and accurate manner and meeting or exceeding service levels. As a senior technical analyst be able to assist technical analysts with their tickets. - 20 Triage & Resolution
Utilize the service desk platform (JSD) for ticket management by providing adequate log notes timely ticket updates and working towards First Contact Resolution (FCR) for incoming inquiries to the Contact Center. Triage more complex incidents and elevate them to the Support Center for resolution. As a senior technical analyst be able to assist technical analysts on Evolve IP products triaging and FCR. - 20 Associate Development
Develop the skills necessary to troubleshoot a wide range of products/infrastructure using standard methods of procedure. Participate in weekly training sessions to learn internal and proprietary technologies. Utilize the Evolve IQ education portal to expand your technology skillset improve ticket resolution and advance your career.
QUALIFICATIONS
- 1 years of experience working with a Unified Communications VoIP or CloudBased Collaboration Platform
- 1 to 3 years of Help Desk/Technical Support Center experience
- Strong interpersonal written and oral communication skills in English
- Desire to work in a fastpaced team environment within the technology sector
- Experience with a Service Desk Platform for Ticketing (ICD JSD SNOW Ivanti SFDC etc.
- Proficiency with Microsoft 365 applications
- Proficiency with triaging inbound technical customer issues and appropriately diagnosing case severity/priority
- Proficiency with networking basics
- Successfully demonstrated the ability to provide coaching and the development of junior associates
JOB REQUIREMENTS
- Should be willing to accept a longterm workfromhome arrangement.
- Should be amenable to a permanent night shift schedule.
Employment Type
Full Time
