EOC Support Analyst

Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
• Utilizes tools to identify and remediate/escalate incidents quickly.
• Performs basic diagnosis and troubleshooting of technical events.
• Trains and masters entry-level system administrative tasks.
• Identifies critical issues and engages key resources in a timely manner.
• Gathers and documents information from multiple sources to determine path of escalation.
• Thoroughly documents all actions utilizing company tools including ticketing system.
• Maintains professionalism in all communications via phone, chat, and email.
• Able to follow written process documentation consistently.
• Continually assists in evaluating and improving internal processes and procedures.
• Maintain a presentable appearance.
• Participates in Incident Management Duties.
• Monitor critical systems to ensure they are running correctly.

Qualifications

• Must possess strong customer service attitude and interpersonal skills.
• Exudes serious professionalism in all facets of their work.
• Ability to multi-task in order to meet primary goals as well as other duties as assigned.
• Availability to work shifts as assigned including holidays or weekends.
• Must be comfortable working on the phone with clients and peers.
• Must be reliable and punctual – critical that this position is covered at all scheduled times.
• Must be available to work all shifts if coverage gaps arise.
• Proven ability to work effectively and cooperatively with others as well as independently.
• Demonstrated flexibility, organization, and self-motivation.
• Willingness to learn new processes or procedures and grow technical skill set.
• Maintain professional communications with clients at all times.
• Hands-on Personal Computer experience.
• Must be able to type 50 WPM, with accuracy.
• Adequate professional experience and knowledge to perform Job Responsibilities.
• Excellent verbal, written, and interpersonal skills.
• Ability to prioritize and organize effectively.
• Ability to work on multiple projects simultaneously.
• Ability to work both independently and with others.
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.
• Proficiency in using MS Office Suite and Windows-based computer applications.
• Prior work in a technical call center or ticket routing setting 2 years or more of work experience in a customer service role.
• Prior technical experience or education in the Information Technology industry.