Technical Support Analyst II

Sobo, Atlanta, GA (United States)

Category: Support

Posted on: 16 Oct 2019

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Technical Support Analyst II

employment type: full-time

Sobo is looking for a highly motivated and excited Technical Support Representative. This role is a client facing position requiring the ideal technical skills necessary to understand, document, and troubleshoot our customers support issues in an extremely efficient manner.

The responsibilities include managing the ticket queue and coordinating with company assets to ensure timely resolution of client issues as well as troubleshooting a wide variety of server and workstation issues and the configuration and installation of a broad range of technologies. Such technologies include MS windows servers and workstations, firewalls, printer/copiers, mobile devices, etc. Qualified candidates will have significant experience troubleshooting general network/server/connectivity issues and be familiar with ticketing and RMM solutions. We are looking for a dedicated, goal driven individual that is capable of self-managing.

Job Duties & Responsibilities

  • Team with others in customer support to answer and process customer calls, emails and tickets effectively and efficiently
  • Utilize logging tools to accurately document conversations or correspondences throughout each customer interaction
  • Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concern and escalate as appropriate
  • Maintain call ownership and provide regular and continuing communications with customers until resolutions are reached
  • Demonstrate a sense of urgency to queues and customers
  • Employ knowledge, skills and abilities to maximize single call resolution measurements
  • Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction
  • Use established methodologies and documented procedures to perform tasks
  • Keep management informed of issues and status
  • Ability to learn and adapt to quickly changing circumstances, direction and strategy
  • Present a professional and pleasant image of the product and company

Skills & Qualifications

  • Microsoft Office and Windows experience
  • A+ Certification (not required, but definitely a plus)
  • 2+ years basic knowledge of Windows Desktop and Server OS experience
  • 3+ years of recent call center experience (must be reflected in your resume)
  • Technical support experience, either through education or work
  • Technical understanding of Servers and Networking technologies such as TCP/IP, Routing, DHCP
  • Excellent verbal and writer communications skills, exceptional spelling and grammar is a must
  • Super customer services skills, with the ability to articulate clearly and conduct oral presentations/instructions via the telephone
  • Quick learner with the passion to develop new skills
  • Associates degree in IT, relevant training or equivalent experience

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Job Source: Stackoverflow (Will expire by: 2019-11-30 00:00:00)

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