Technical Support Analyst

04 Jun 2024

Vacancy expired!

Description:This is a 100% phone support role where analyst can expect to handle 25+ tickets a day. They leverage a tool called Microsoft Dynamics to work through and document tickets on a daily basis. Analysts will work a 9 hour shift (with a lunch break) between the hours of 8am and 8pm M-F. They can be flexible!Analyst will be apart of a 4-6 week Remote training where they will learn everything they need to know about the software they will be supporting. 99% of their calls will come from Dental Assistants or their Office Administrator so customer service is of the upmost importance. This is a very large team (50 people when fully staffed) and they lean heavily on one another for help. When you first start you will be apart of the mentorship program where you will likely sit close to a senior analysts that will be able to help you with your tickets. They also have 3 team leads that will work with you on a weekly basis to help you perfect your craft. After that managers will evaluate you on a monthly basis (even if there isn't any improvement to be made) so you always know where you stand. ESSENTIAL DUTIES AND RESPONSIBILITIES:Investigate, analyze and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software. Take ownership of the customer issue to resolution.Document session notes and complaints in appropriate systems.Provide fast response and maintain a high level of professionalism at all times.Support multiple products.Document session notes and complaints in appropriate systems.Perform other duties or special projects as assigned.Qualifications:This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am – 8pm EST Mon-Fri), holidays and overtime, as dictated by business needs.MINIMUM REQUIREMENTS:High school diploma or equivalent2 years of experience in advanced troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.2 years of experience in troubleshooting network environments IE TCP/IP, LAN, DNS, Client/Server configuration, user permissions.1-2 years of experience supporting Windows versions: XP, Vista, 7, 8, 10, Server 2008 & Server 20121-2 years of experience troubleshooting MS SQL.PREFERRED REQUIREMENTS: 2 year college degree in a IT related field or CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows 7 or 10 certificationKnowledge of dental X-ray software and equipment Experience troubleshooting with the MAC Parallel environment Basic knowledge of virtual computing concepts Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.Results Orientation – Must consistently deliver results.Communication – Must be able to effectively communicate in both written and verbal forms.Positive Attitude – Does what it takes to successfully accomplish goalsSoft Skills- The ability to engage customers verbally in a professional mannerRELATIONSHIPS:Internal relationships:Reports to the Technical Support SupervisorFrequently interacts with all functional departmentsExternal Relationships:Frequently interacts with customers and partner dealersPERSONAL TRAIT PROFILE:Strong customer focusSelf-starter, fast learner and excited about technologySelf- SufficientStrong problem solverResults drivenDetail orientedPatience and flexibilityTeam orientation (knows when to lead and when to follow)Lives the “continuous improvement” philosophy and can drive change successfullyLogical and creative thinkerPoised and confidentWork well under extreme pressureAbility to influence others – credibleSkills:helpdesk, app support, windows 7, windows 10, Troubleshooting, hardware support, Help desk, Customer service, Windows 10, Technical supportTop Skills Details:helpdesk, app support, windows 7, windows 10,Troubleshooting,hardware supportAdditional Skills & Qualifications:Customer Service, ticket queue management, and team player.Experience Level:Entry LevelSerious interests, email resume over to dibryant@teksystems.com About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

Full-time
  • ID: #42404131
  • State: Georgia Alpharetta 30004 Alpharetta USA
  • City: Alpharetta
  • Salary: USD TBD TBD
  • Showed: 2022-06-04
  • Deadline: 2022-08-03
  • Category: Et cetera