Technical Analyst II
Technical Analyst II
Posted on :
16-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
16-04-2025
Job Description
Valorem Reply is an awardwinning digital transformation firm focused on delivering solutions around datadriven enterprise IT modernization customer experience product transformation and digital workplace by leveraging the power of Microsoft technologies. We provide hyperscale and agile delivery of unique digital business services strategic business models and designled user experiences. Our innovative strategies and solutions securely and rapidly transform the way our clients do business.
As a Technical analyst you will have strong customer service skills and a desire to work in a technical industry.
Responsibilities
- Manage enduser communication efforts including support request triage and prioritization status updates and escalations to project leadership as necessary
- Organize product support teams operational efforts and complete assigned tasks to ensure highquality and timely delivery for customers and project teams
- Establish a solid understanding of the business context and operational implementation across highvisibility products and services
- Handle interactions professionally providing highquality responses and exceptional customer service. Use soft skills and sound judgment to deescalate support cases
- Document and maintain internal and clientfacing artifacts including FAQs SOPs workflows etc
- Bridge the gap between end users and the development team by creating detailed work items for engineering teams and ensuring effective solutions are implemented
- Propose and implement new procedures to improve customer service experience and operational efficiencies
- Capture impactful trends and enduser feedback for KPI/SLA reporting to crossfunctional teams stakeholders and organizational leadership.
Minimum Requirements
- Previous customer support experience in a technical environment
- Good level of technical understanding of one or more of the tools and technologies; SQL PowerShell Visual Studio .NET
- Previous experience using basic SQL queries to look up information in a database
Preferred Qualifications
- 4 years of previous experience working in a role directly related to service delivery program management
- Previous work experience in a consulting environment is a plus
- Familiarity with industryleading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service Zendesk etc
- Familiarity with the Microsoft Ecosystem
- Familiarity with Azure DevOps as a work management system
About Reply
Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media industry and services banking insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI cloud computing digital media and the Internet of Things. Reply services include Consulting System Integration and Digital Services.
Reply is an equal opportunity employer. We are committed to provide equal opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process email us our website at learn more about our open roles.
Required Experience:
IC
Employment Type
Full-Time
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