System Support Analyst

Responsibilities

• Flexibility to changes in shift schedules, as dictated by Management
• Communicates with end users to clarify and define requirements
• Provide comprehensive Customer/Technical support services to support center customers
• Work within Service Level Agreements
• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements
• Take all steps to resolve issues reported to them and or escalate to the appropriate contact
• Use all available reference materials to help resolve the customer’s issue/s
• Take all necessary steps to ensure customer satisfaction at the end of the service
• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components
• Promptly notify management of any potentially “dissatisfied” customers
• Follow all documented escalation...