Tech/Systems Support Analyst

JOB DESCRIPTION:


• Adhere strictly to shift schedule.

• Flexibility to changes in shift schedules.

• Provide comprehensive Customer/Technical support services to support center customers by phone and or email.

• Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.

• Use all available Knowledge Management Tools during processing.

• Take all necessary steps to ensure customer satisfaction at the end of the service.

• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components.

• Confirm and update customer profile information as needed.

• Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific work flow.

• Promptly notify management of any potentially "dissatisfied" customers.

• Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention.

• Confer with Team Lead to identify trending problems and work to develop solutions to open issues.

• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc.

• Proactively seek and possess business acumen for all clients (internal and or external) supported.

• Maintain proficiency in all applications utilized by clients supported.

• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

• Assist in the mentoring of Level I Analysts Backup role.

• Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.

• Perform customer support related tasks and special projects as assigned by management.