Associate Support Analyst Intern
Associate Support Analyst Intern
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1 Vacancy
Job Description
Company Details
Company URL:
Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale IA and Wilmington DE BTS provides innovative and customerfocused IT solutions to the majority of WRBCs 60 operating units across the globe. BTSs wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.
Driven by a commitment to collaboration BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand but proactively plan for the Whats Next in our industry and beyond.
With a culture centered on innovation and entrepreneurial spirit BTS stands as a community of technology leaders with eyes toward the future leaders who truly care about growing not only their team members but themselves and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles youd never known existed. Come join us as we push forward into the future of industry leading technological solutions.
Berkley Technology Services: Right Team Right Technology Simple and Secure.
Responsibilities
The Associate Support Analyst is responsible for providing daytoday technical support to customers for a widerange of hardware and software related systems. Associate Support Analysts will respond to calls emails and service requests within specified SLAs. They will respond to and diagnose problems through discussions with users which includes trouble shooting fault rectification and problem escalation. They will provide effective and timely resolution of users problems queries or complaints utilizing excellent customer service skills problem solving skills technical thinking/reasoning skills and a high level of individual judgment to ensure outcomes of customer satisfaction.
- Respond to customer requests in a timely and courteous manner
- Assign calls with correct priority level according to definitions and follow corresponding procedures
- Follow ticket documentation procedures
- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
- Demonstrate a solid understanding of key processes and procedures within the Berkley Environment
- Associate Support Analysts will be logged in at all times to answer calls and monitor selfservice queues and requests.
- Resolve issues utilizing excellent customer service skills problem solving skills technical thinking/reasoning skills and a high level of individual judgment to ensure outcomes of customer satisfaction
Qualifications
- 02 years of experience
- Basic understanding of Microsoft Products
- Excellent customer service skills
- Excellent verbal and written communication skills
- Excellent teamwork skills
- Problem solving skills including triage and rapid decision making
- Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
- Ability to multitask and work in a fastpaced environment
- Working knowledge of AD networking and/or hardwaresoftware knowledge is a plus
- Willingness to learn
Behavioral Skill Competencies:
- SelfStarter
- Coachable
- Customer Service Oriented
- Action Oriented
- Relationship Building
- Flexibility
The Company is an equal employment opportunity employer.
Required Experience:
IC
Employment Type
Unclear
