In-Demand IT Careers

Customer Support Analyst

Greater Pittsburgh Area, PA 15222

Posted: 11/08/2018 Job Number: 3101

The ideal Customer Support Analyst will be able to provide the first line of technical support.  You will be responding to all customer inquiries in a timely manner, researching customer support requests, providing guidance and solutions to customer issues whenever possible, and trialing/escalating requests to appropriate teams/individuals as necessary.
 

RESPONSIBILITIES

  • Work independently to complete all tasks that are designated as first level support

  • Manage user access to the company web portals

  • Troubleshoot technical issues related to user access to the application

  • Assist users with questions regarding system usage

  • Identify and track emerging trends that may indicate a system-wide issue or outage

  • Manage system contact lists

  • Use available tools to monitor various services to help detect company outages

  • Provide periodic on-call support during evening hours as requested

  • Triage inquiries to appropriate teams as necessary

  • Adhere to all department SLAs in regards to ticket response times and ticket resolution times

 

REQUIREMENTS

  • Bachelor's degree (Degree in IT related discipline preferred)

  • Basic to moderate understanding of core IT concepts, specifically as they relate to the Internet and Local Area Networks (LAN)

  • Ability to independently perform problem solving and analysis

  • Expert knowledge with Microsoft Office products-Excellent critical thinking and communication skills

  • Strong organization skills and attention to detail

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