Sr Technical Analyst
Sr Technical Analyst
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1-3years
80000 - 80000
1 Vacancy
Job Description
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 response to omni channel client interactions provide technical support and achieve high client satisfaction.
JOB RESPONSIBILITIES
60% Quality Interactions
o Provide clientcentered technical support via omni channel 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
o Utilize service desk platform (JSD) for ticket management by providing adequate log notes timely ticket updates and work towards First Contact Resolution (FCR) for incoming inquires 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
o 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 Evolve IQ education portal to expand your technology skill set to improve ticket resolution and for career advancement.
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 diagnose 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.
1+ years of experience working with a Unified Communications, VoIP, or Cloud-Based 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 fast-paced 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 diagnose case severity/priority Proficiency with networking basics Successfully demonstrated the ability to provide coaching and the development of junior associates
Employment Type
Full Time
