Technical Support Process Analyst
Technical Support Process Analyst
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1 Vacancy
Job Description
Take a step forward and let Edenred surprise you.
Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.
We know there are hundred ways for you to grow. With us you will expand your skills in a multicultural challenging and dynamic environment.
Dare to join Edenred and get ready to thrive in a globalcompany that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.
Revolutionize B2B Payments with Edenred Pay USA
Join our team and be part of a company thats transforming the way businesses pay and get paid.
At Edenred Pay USA were leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives.
As part of the global Edenred family we offer a dynamic and inclusive work environment a commitment to employee wellbeing and professional growth and opportunities to drive innovation in the payment industry.
Why Join Us
- CompanyPaid Benefits: We offer 100% companypaid medical coverage for employeeonly plans life insurance AD&D insurance and longterm and shortterm disability.
- Other Benefits Offered: Dental Vision Critical Illness Hospital Indemnity Flexible Spending Account and Accident.
- Competitive Pay: Starting salary from $75000 with 10% bonus
- Retirement Benefits: Take advantage of our 401K plan with a generous employer match of up to 5%.
If youre passionate about innovation and want to make a meaningful impact join us at Edenred Pay USA.
Job Summary:
As Technical Support Process Analyst you will oversee and hold accountability on the technical support ticketing process. You will leverage JIRA for efficient ticket management ensuring clear communication technical aptitude and effective resolution of issues. The role emphasizes support toolchain design and fosters a culture of selfsufficiency continuous improvement and seamless technical operations. Additionally you will provide direct technical support to internal users for desktop hardware and software applications ensuring a high level of user satisfaction and productivity.
Essential Functions: Duties and Responsibilities
- Knowledgeable about the Technical Support team and organizational structure processes and expectations
- Maintain process operations within Technical Support team focusing on incident response and tracking timely resolution and effective communication within SLAs
- Manage & iteratively improve upon a framework for identifying prioritizing and measuring the impact of process improvement and automation initiatives across departments aligning with overall business strategic goals
- Proactively research and identify emerging process technologies propose innovative solutions and address organizational challenges that drive future efficiencies
- Troubleshoot and resolve hardware and software issues in a timely and effective manner escalating complex problems to the appropriate IT teams when necessary
- Provide onsite support for peripherals such as printers scanners and other connected devices
- Assist users with account lockouts password resets and other accessrelated issues
- Collaborate with other IT team members on projects and initiatives as needed
- Promote a culture of collaboration innovation and continuous learning
- Responsible for creating Technical Support operations procedures and best practices for Invoice workflows based on existing workflows in Payment Automation
- Act as primary point of contact for workflow questions and partner directly with VP Business Intelligence & Product Support to drive process improvements
- Perform other related duties as assigned
Required Skills/Abilities:
- Proven track record of successfully building and maintaining IT teams workflows
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills with a focus on providing positive user experiences
- Excellent organizational skills and attention to detail particularly in asset management and documentation
- Excellent time management skills with the ability to prioritize tasks and respond to support requests efficiently
- Strong analytical and problemsolving skills to diagnose and resolve technical issues
- Ability to work independently and as part of a team
- Ability to function well in a fastpaced environment and maintain composure under pressure
- Proficient with Windows operating systems desktop hardware and standard office productivity applications (e.g. Microsoft Office Suite)
- Basic understanding of network concepts and troubleshooting
Education and Experience:
- Bachelors degree in information technology or a related field or equivalent practical experience in a desktop or software support role
A minimum of 2 years in a desktop or software support role. Prior experience driving accountability outside of a formal reporting relationship preferred.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift to 15 pounds at times.
- Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing sitting reaching manual dexterity to operate office machines stooping bending to handle files and supplies and mobility to complete errands or deliveries.
- May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.
EEO Statement:
The employment policy of Edenred is to provide meritbased equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process contact
Apply now and Vibe with Us!
Required Experience:
IC
Employment Type
Full-Time
