What are the responsibilities and job description for the Support Analyst (Sr. Executive) position at Centraprise?
Sr. Executive Support Analyst
6 month contract to hire
Location : West Los Angeles, CA
Will need to be 100% onsite
- 350 users
- 4 Exec Support Analysts on the team and adding a 5th
- This person will be providing white glove service to the users. There is no escalation so they are essentially Level 1-4 and need to be senior with exceptional customer service skills. They are a trading company on the stock exchange so every minute a user doesn't have access, it's costing the company a lot of revenue and the user's commission.
- They will be resolving 10 tickets per day and are currently using Zendesk as their ticketing system.
- They have a lot of customized in house proprietary applications so this person needs to be able to learn new systems.
- Standard technology experience is required on : O365, Windows, CRMs (they use MS Dynamics but it's highly customized), MS Teams
- 70% of issues are resolved by the executive support analyst service desk while 30% is resolved by the development team if it's a coding issue or system outage.
- The user community is very demanding due to their industry so this person has to have excellent communication skills, be very patient and professional at all times. They also must be eager to learn and eager to resolve technical issues.
Upcoming Special Projects :
This resource will have the opportunity to support the Network Refresh, desktop refresh, VMWare virtualization refresh and some cybersecurity projects.
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