Senior Technical Support Analyst

Job Type

Full Time

Location

IL

Department

Service Desk

Reports to

Contact Center Manager in Naperville, IL

Position Summary

We are seeking an experienced Senior Technical Support Analyst to supervise daily operations and personnel to create maximum efficiency and cost-effectiveness. The ideal candidate for the Senior Technical Support Analyst is organized, dependable and is a purposeful professional with impeccable time management skills. They must be adept in assisting retail associates experiencing any procedural or operational difficulties using our proprietary IT applications. Furthermore, they must be familiar with a retailer’s standard operating procedure and assist in the training of store associates.

As our Senior Technical Support Analyst, you must also have excellent customer service and communication skills. They must set the standard for customer service and ensure all analysts are striving toward improving service and customer support. They should achieve this by developing, implementing, and maintaining effective internal and external Quality Assurance (QA) programs which foster continuous improvement and exceed Service Level Agreement (SLA) performance. They will also work closely with internal IT to maximize all call center systems.

Job Requirements

Hours: Anytime between 7am-10pm CST AND must have weekend availability, Schedule is subject to change based on business needs

· Create and implement call center strategies and operations; improve systems and processes as well as managing call center staff to ensure maximum efficiency and productivity to provide the best possible customer service.

· Addressing and resolving complex issues escalated by call center representatives.

· Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

· Identifying and evaluating state-of-the-art technologies; contributing information and analysis to organizational strategic plans and reviews.

· Collaborate with IT support staff to minimize operational impact of technical issues.

· Maintain up-to-date listings of call center staffing rosters, and queue assignments, to meet all reporting requirements.

· Delegate tasks and set deadlines for analysts.

· Ensure analysts comply with company rules and procedures.

· Listen to team members’ feedback and resolve any issues or conflicts.

· Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.

· Completing system audits and analyses; managing system and process improvement and quality assurance programs.

· Preparing and presenting call operation reports to upper management by collecting,

analyzing, and summarizing data and trends.

· Responsible for training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; and communicating job expectations.

Skills

· Some call center experience required; we will provide training for the selected applicant.

· Demonstrated competence to assess priorities and manage a variety of activities in a time-sensitive environment and to meet deadlines with diligence and quality collaborative, with strong focus on teamwork.

· Excellent organizational and leadership skills with a problem-solving ability

· Computer skills in Microsoft Office

· Excellent people skills

· Demonstrated maturity and judgment.

· Must be able to learn and support new and quickly changing technologies.

· Ability to research solutions or information regarding technical issues.

· This position requires handling confidential information in an appropriate manner.

Compensation

· $20-22 an hour based on experience and qualifications

· Health, Dental, and Vision Insurance

· 401(k) retirement plan

· Life Insurance

· 16 days of PTO and 10 Paid Holidays

· Lunch is provided every Friday.

Equal Opportunity

Agilant Solutions, Inc is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need.