What are the responsibilities and job description for the Support Center Analyst- Remote US Only position at Blue Mantis?
The Support Center Analyst - AAT provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The Support Center Analyst - AAT is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task.
- Department
- Blue Mantis
- Employment Type
- Full Time
- Location
- Remote
- Workplace type
- Fully remote
- Reporting To
- David Thompkins
- Resolve problems reported to the service desk by phone or web tickets
- Provide first-level contact and problem resolution for customer issues
- Provide timely communication on ticket status and resolution.
- Answer phone calls received by the call center by the SLA.
- Resolve or escalate issue as needed.
- Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
- Quickly and effectively communicate with customers within the set SLA.
- Work with vendor to resolve issues when required.
- Continuously improve upon technical skills sets within assigned areas of expertise.
- Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
- Regular, predictable and punctual attendance.
- May occasionally need to work on holidays or weekends.
- Experience with providing technical assistance over the phone.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Comfortable making decisions on issue resolution without supervision.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
Blue Mantis is a leading strategic digital technology services provider with a 30 year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners.
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