Tech Support Analyst - Part Time

Company Description

• Receive incoming queries from clients via telephone and web-portal.
• Ensure that new cases are properly documented in
  ServiceNow and update all activities related to existing cases in an accurate and timely fashion.
• Resolve client and user problems by effectively gathering and analyzing data.
• Document troubleshooting steps, including step-by-step recreation and capturing screenshots, etc.
• Provide regular updates to customer in accordance with the terms of their contractual Service Level Agreements (SLA) with more than 90% individual compliance.
• If not able to resolve the issues in accordance with the term of the SLA, clearly escalate issues to the appropriate internal functional group or Tech Support team.
• Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.
• Perform detailed testing of upgrades and updates of specific features or bug fixes prior to releasing the software to end users.
• After testing, complete compliance and test reports within the SLA defined by the customer. If issues are found during testing, escalate these and make recommendations on whether to deploy the software to customer and internal management.

• Prior experience with
  Traffic systems such as Eclipse+, xG Linear, WideOrbit or equivalent required.
• Must be willing to work weekends within a 8 am - 8 pm EST window (4 hour shifts minimum) on a rotational basis.
• Strong data gathering skills and attention to detail.
• Experience using web-based applications and comfortable with learning and using new technologies
• Proven ability to quickly learn software and confident about your technical skills and abilities.
• Ability to work effectively under pressure and balance competing tasks in a rapidly changing environment.
• Excellent interpersonal and verbal communication skills including communicating in a timely and articulate manner via phone and email.
• Outstanding problem-solving, organizational and follow-up skills to resolve issues with a dedication to a positive customer experience.
• Bachelor's degree in Information technology or equivalent experience recommended but not required.
• Candidates with no customer-facing support experience may be accepted if they can demonstrate excellent communications skills during the interview process
• College students may be consider based on their technical and communication skills