Client Support Analyst III

Key Responsibilities

• Handle the hardest work in the pod.
• Raise the floor around you so the team needs you less, not more.
• CARRY A TICKET LOAD OF THE MOST COMPLEX TICKETS IN THE POD’S QUEUE WHILE MAINTAINING AVAILABILITY TO ACCEPT IN-THE-MEANWHILE ESCALATIONS FROM ANALYSTS I THROUGH III.
• ACCEPT AND RESOLVE ESCALATED ISSUES FROM THE WORKING GROUP (ANALYSTS I–III) THAT EXCEED THEIR CAPABILITY.
• PRIORITYIZE ESCALATED ISSUES OVER PERSONAL QUEUE WORK.
• RESOLVE THE MOST COMPLEX NON-ESCALATION- SUPPORT ISSUES IN THE POD, INCLUDING ADVANCED SERVER ADMINISTRATION, COMPLEX NETWORKING ISSUES, CLOUD PLATFORM TRAUBING, MULTI-SYSTEM DIAGNOSTIC WORK, AND SECURITY INCIDENT TRIAGE.
• PERFORM THOROUGH ROOT CAUSE ANALYSIS ON COMPLEX AND RECURRING ISSUES. DOCUMENT FINDINGS AND DRIVE TOWARD PERMANENT RESOLUTION, NOT REPEATED BAND-AIDS.
• MANTAIN DEEP FAMILIARITY WITH CLIENT ENVIRONMENTS ACROSS THE POD’S PORTFOLIO, INCLUDING INFRASTRUCTURE CONFIGURATIONS, KNOWN ISSUES, CHANGE HISTORY, AND CLIENT-SPECIFIC NUANCES.
• SUPPORT COMPLEX USER ONBOARDING SCENARIOS THAT EXCEED ANALYSTS I-III CAPABILITY, PARTICULARLY FOR USERS WITH NON-STANDARD ACCESS REQUIREMENTS, EXECUTIVE-LEVEL CONFIGURATIONS, OR COMPLEX MULTI-SYSTEM PROVISIONING.
• MAKE THE JUDGMENT CALL ON WHEN AN ISSUE SHOULD ESCALATE TO THE ESCALATION SUPPORT TEAM. ENSURE EVERY ESCALATION THAT LEAVES THE POD IS COMPLETE, CONTEXTUAL, AND ACTIONABLE.

Mentorship & Capability Building

• ACTIVELY MENTOR ANALYSTS AT ALL LEVELS WITHIN THE POD.
• CONDUCT TICKET REVIEWS, PROVIDE REAL-TIME COACHING DURING COMPLEX TOOLING, AND LEAD KNOWLEDGE-SHARING SESSIONS WITHIN THE TEAM.
• AUTHOR AND MAINTAIN ADVANCED TECHNICAL DOCUMENTATION IN THE KNOWLEDGE BASE, INCLUDING COMPLEX RESOLUTION PATHS, ENVIRONMENTAL CONFIGURATIONS, AND DIAGNOSTIC PROCEDURES.
• IDENTIFY SKILL GAPS WITHIN THE POD AND WORK WITH THE SUPERVISOR OR CSM TO DEVELOP TARGETED TRAINING OR CROSS-TRAINING PLANS.

Client Communication

• SERVE AS A TRUSTED TECHNICAL CONTACT FOR CLIENTS ON THE MOST COMPLEX ISSUES.
• CONFIDENCE, CLARITY, AND FOLLOW-THROUGH ARE ESSENTIAL.
• PARTICIPATE IN CLIENT OPERATIONAL REVIEWS OR MEETINGS AS DIRECTED BY THE CSM.

Operational Discipline

• MANTAIN ACCURATE TIME ENTRIES ON EVERY TICKET.
• FOLLOW TICKET HANDLING STANDARDS AND SERVE AS THE DOCUMENTATION QUALITY STANDARD-BEARER FOR THE POD.
• IDENTIFY OPERATIONAL INEFFICIENCIES, RECURRING ISSUE PATTERNS, AND PROCESS IMPROVEMENT OPPORTUNITIES. BRING DATA-SUPPORTED RECOMMENDATIONS TO THE SUPERVISOR OR CSM.
• PARTICIPATE IN THE ON-CALL ROTATION AS SCHEDULED, SERVING AS AN ESCALATION RESOURCE FOR THE AFTER-HOURS SUPPORT TEAM AND ON-CALL ANALYSTS I-III DURING ASSIGNED ON-CALL WINDOWS.

Benefits

• 9 PAID HOLIDAYS;
• 6 MANDATED HOLIDAYS, 3 FLOATING HOLIDAYS;
• 401K RETIREMENT WITH MATCHING CONTRIBUTIONS;
• EXCELLENT MEDICAL, VISION, AND DENTAL INSURANCE;
• LIFE INSURANCE AND DISABILITY INSURANCE;
• UNLIMITED WEEKS PTO;
• ELIGIBLE FOR PTO, 401K, BENEFITS, YOU ARE A FULL-TIME EMPLOYEE.