Technical Support Center Analyst

What Will the Employee Do in This Role?

Provide first-rate customer service to users requesting support center services.

Utilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to - User access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.

Occasionally provide clients with how-to recommendations regarding the use of their hardware and software platforms.

Ensure timely incident follow-up with all clients.

Resolve and close all tickets with client's confirmation.

Properly manage and document all work performed as part of ticket queue management.

Be able to work independently and as well as in a team environment.

Manage interactions with callers and co-workers in a professional and supportive manner.

Quickly assess whether a particular issue indicates that the client needs further end-user training and ensure the issue is transferred to the appropriate team to address.

Be able to develop and execute short-term actions to resolve complex client issues.

Provide emergency On Call support during non-business hours as assigned.

System and process monitoring overnight for Home Office and Banking systems including resolution of alerts and a number of completed automated tasks as assigned.

Provide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.

Maintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customers to minimize impacts and costs.