Overview
On Site
Full Time
Skills
Remote Support
Conflict Resolution
Problem Solving
Technical Support
KPI
Quality Assurance
Collaboration
IT Service Management
JIRA
Service Management
Enterprise Software
Microsoft Windows
OS X
IOS Development
Android
ACMT
ITIL
Knowledge Base
Training
Vendor Management
Communication
Management
Customer Service
Privacy
Marketing
Job Details
Location: Minneapolis, MN
Salary: Negotiable
Description:
Job Description:
The Support Centre Analyst II is responsible for supporting Client's users requiring assistance with technology and serves as an internal resource for escalations and advanced expertise. Occasional remote support or travel is required to serve hybrid office work and geographically dispersed locations.
A strong technical background combined with customer service experience is required, as well as problem solving and the ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining or exceeding service levels and KPI/QA targets.
JOB DETAILS:
Requirements:
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary: Negotiable
Description:
Job Description:
The Support Centre Analyst II is responsible for supporting Client's users requiring assistance with technology and serves as an internal resource for escalations and advanced expertise. Occasional remote support or travel is required to serve hybrid office work and geographically dispersed locations.
A strong technical background combined with customer service experience is required, as well as problem solving and the ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining or exceeding service levels and KPI/QA targets.
JOB DETAILS:
- Monitor and respond to support requests through phone, walk-up, email, and self-service ticketing.
- Collaborate with internal team members, and external groups to triage and troubleshoot issues, serving as a subject matter expert or escalation point for advanced issues.
- Track and document work performed in an ITSM tool (Atlassian Jira Service Management.)
- Work independently with minimal oversight.
- Support enterprise software including Microsoft Windows, Mac OS, O365, Okta, SharePoint, Jamf, Apple iOS and Android.
- Obtain and maintain advanced training/certifications (MD-102, ACMT, ITIL, HDI, etc)
- Create and maintain knowledgebase articles and provide training to both users and colleagues.
- Assist and contribute to vendor management efforts.
- Organize or lead technical project work as needed.
Requirements:
- Bachelor's degree in a computing-related field or equivalent work experience.
- Strong verbal and written communication, time management, and customer service skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Pursues and adapts to input and feedback.
- Demonstrated understanding of, sensitivity to, and respect for the mission and traditions of the Company.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.