System Support Analyst

Roles and 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 procedures,...