What are the responsibilities and job description for the Support Center Analyst position at Gables Residential Services, Inc.?
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As the Support Center Analyst, you will answer and resolve all incoming calls / emails to the Support Center and communicate issues to the appropriate manager. You will provide unparalleled customer service support to all associates by addressing computer and applications related service requests in a timely manner.
Responsibilities :
- Provide direct, first-line support for all computer hardware, software, and application related problems for all Gables associates.
- Document each request coming into the Support Center by detailing the reported problem, root cause and ultimate resolution.
- Adhere to policies, procedures, and standards as it relates to call handling, issue processing, and documentation.
- Relay messages sent to or received by customers in a timely manner.
- Provide unparalleled customer service supporting all associates with computer and applications related service requests.
- Escalate service requests to the proper support personnel and ensure the request is completed in a timely manner.
- Perform new user setup in a timely manner to ensure smooth onboarding of new associates.
- Update and deactivate user access based on weekly audits.
- Perform routine system interface imports.
- Monitor scheduled system tasks and document exceptions.
- Develop problem trend reports to measure problem / resolution and vendor performance.
- Analyze operating problems and quickly arrive at workable solutions.
- Maintain a thorough knowledge of all supported software.
- Problem resolution and root cause management.
- Identify and define improvements to documentation as it relates to troubleshooting processes.
- Assist with additional duties as assigned.
Education : A minimum of a high school education is required. A college degree is preferred. The position requires the ability to read and write English fluently, and the ability to accurately perform basic to intermediate mathematical functions.
Experience : A minimum of two years of industry experience with Property Management software or Help Desk experience.
Skills :
Licenses and Equipment : Position requires individuals to furnish their own vehicle to fulfill all the job's functions. Position requires individuals to have access to telephone and internet services to fulfill job functions remotely when needed.
Attendance : The position is non-exempt and eligible for overtime with supervisor approval. This position requires the ability to work 5 days per week, 52 weeks of the year. A normal work week is Monday through Friday. The position also requires the flexibility to work beyond 40 scheduled hours per week to meet deadlines as required by management. Position requires the ability to serve on-call, as scheduled or as necessary.
Travel : Overall, minimal travel will be required. Initially, travel may be necessary for training purposes. In addition, periodic travel may be needed for meeting attendance.
An Equal Opportunity Employer - M / F / D / V.
If you're passionate about exceeding goals and providing exceptional customer service experiences, come join Gables in our mission of Taking Care!
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