CustomerSupportAnalyst

Job Details:

Title: Customer Support Analyst

Duration: 8 months with highly possible extension

Location: Pompano Beach, FL 33069.

Job Description: -

*) Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance, and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance the quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Required skills & Experience: -

*) A minimum of 2 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/troubleshooting skills.

*) Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff.

Primary Job Duties: -

*) Fulfillment of data requests

*) Creation and maintenance of data tracking documents

*) Performing data entry

*) Performing research

*) Creating and managing written communication with requesting agencies and Florida's Turnpike Enterprise stakeholders.

Software: -

*) Avigilon

*) Excel

*) Outlook

*) Teams

*) File Transfer Appliance

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