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Company (NYSE: Company) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, Company strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The IT Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 Service Support in a customer focused, team oriented, support environment. Tier 1 service support includes customer incidents (break/fix, requests, and how to), and related support functions/duties.
The Main Responsibilities
Position Objectives: Following the corporate vision, mission and principles -
Provide Customer with an outstanding service experience
Contribute, in a positive way, toward meeting/exceeding service level agreements and organizational performance metrics
Interact with customers, via multiple communications methods, per established customer service and quality guidelines.
Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
May provide escalated support to Tier 1 Service Desk staff.
Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems. Demonstrate the ability to appropriately escalate issues.
Ensure ticket documentation is accurate and thorough.
Maintain ownership of workload
Identify recurring incidents and trends, and escalate appropriately.
Take applicable/assigned training courses.
Ensure knowledgebase is kept up to date.
Adhere to documented personnel and department guidelines and policies.
Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.
Perform other related duties as assigned.
What We Look For in a Candidate
Excellent Customer Service & Attitude
Excellent listening/understanding, verbal, and written communications
Excellent contact control, analytical and problem solving
Proactive and Accountable
Possess a sense of urgency and maintain stress awareness/management
Ability to multi-task while being attentive to the customer
Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools.
Understanding/experience in networking, web, email, mobile, security, and managed services technologies.
Education or Equivalent Experience:
Bachelors' degree in Information Technology or equivalent education in related fields
2 or more years customer service experience or other pertinent related experience
**Shift is 7am-7pm Saturday/Sunday and 9am-5pm Monday/Tuesday (Eastern) *This can be a work from home position.
Alternate Location: US-Missouri-Town And Country
Requisition #: 225873
This job may require successful completion of an online assessment.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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