Overview:
The Response - Support Analyst I position provides enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role deals with uncomplicated and simple issues. The Response team aims to resolve 80% of user incidents before escalating the situation to a greater level. This role will also have a shared responsibility of extended support which may include On-Call evening, weekend, and holiday shifts.
Responsibilities:
- Maintain a courteous and professional manner when interacting with Forvis Mazars personnel
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Achieve and maintain high quality in work, client relations and team relations
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Meet performance metrics and standards
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Acts as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
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Adheres to written procedures, checklists and all quality control associated with project deployments
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Ability to retain and protect confidential material
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Direct requests and unresolved issues to their manager
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Deliver excellent customer service by phone, email, instant messaging, and video conference
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Record details of actions taken inquiries, comments, and complaints
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Promotes the use of self-help catalog and references Known Error DB or Knowledge Base before escalating
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Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
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Follow up on end-user interactions
Qualifications:
- Candidate must be currently enrolled in a technical/computer science related program or must possess relevant support center work experience
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1+ years of customer service in technical environment or equivalent training.
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Excellent customer service skills.
- Must have excellent written and verbal communication skills.
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Technical knowledge of PCs, laptops, printers, and peripheral hardware devices required.
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Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software required.
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Ability to diagnose and resolve onsite and remote PC related computing problems required
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Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives