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Application Support Analyst
EisnerAmper
Sacramento, CA, United States
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Position:
Application Support Analyst
Job Description:
Job Title:
Application Support Analyst
Location: Sacramento, CA.
Hours- Noon-9pm PST
As Application Support Analyst, you will play a key role in the delivery of high quality technical support for the business and the customer. This position is responsible to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction, in-line with company policy and procedures.
Responsibilities
• An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.
• Record and where possible, resolve customer queries using various diagnostic tools and interpersonal skills.
• Provide the highest levels of customer support and satisfaction
• To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard.
• To manage and handoff incidents and service requests to offshore locations and coordinate with the teams as necessary.
• To maintain a comprehensive understanding of the Application Support knowledge base systems to deliver an unparalleled customer service experience.
• To strive to attain the highest possible first time service resolution rate for customers.
Qualification:
• 2+ years of experience in Technical Support or related experience
• Must have good organizational, verbal and written communication skills.
Location:
Sacramento