Onsite // L1 Support Analyst (Incident, Case Management)

Overview

On Site
Depends on Experience
Full Time

Skills

L1 Support
Incident Management
Case Management
Tier1 Support
SLA
Help Desk
Service Desk

Job Details

Onsite

L1 Support Analyst (Incident, Case Management)

Full time

Austin, TN or Raleigh, NC

Job Description:

L1 support

Tier 1 support

Incident management

Ticket triage

Case management

Issue escalation

Root cause analysis

SLA adherence / SLA management

Knowledge base / SOP documentation

Service desk / Help deskL1 support

Tier 1 support

Incident management

Ticket triage

Case management

Issue escalation

Root cause analysis

SLA adherence / SLA management

Knowledge base / SOP documentation

Service desk / Help desk

Workflow optimization

Process documentation

Queue management

Escalation path design

KPI tracking (e.g., FCR, AHT, CSAT, backlog)

Reporting & dashboards

Data-driven insights

Operational excellenceWorkflow optimization

Process documentation

Queue management

Escalation path design

KPI tracking (e.g., FCR, AHT, CSAT, backlog)

Reporting & dashboards

Data-driven insights

Operational excellence

Partner operations

Vendor management support

Partner onboarding

Partner issue resolution

Partner escalation handling

Cross-functional coordination

Account health monitoringPartner operations

Vendor management support

Partner onboarding

Partner issue resolution

Partner escalation handling

Cross-functional coordination

Account health monitoring

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