Hybrid Onsite--End User Computing Analyst Junior (Texas or Virginia)

Greetings!

Role: End User Computing Analyst

Job Title: Analyst II, Solution Centr

Location: Richmond/Dallas (Hybrid)

About this job

What you will do – Essential Responsibilities

· Interact professionally and efficiently with internal customers by assisting with their questions about any of our supported software, hardware, and computing platforms.

· Provide one-on-one support to customers at all levels of technical and non-technical skill sets with minimum supervision and without the use of scripted responses.

· Perform remote troubleshooting through diagnostic techniques and ask pertinent and probing questions to resolve Level 1 issues while elevating complex and/or high priority problems to the appropriate support groups for resolution.

· Ability to quickly identify business critical problems and escalate to appropriate levels.

· Ability to be able to show patience, understanding, and empathy with customers while focusing on problem resolution.

· Work collaboratively with people across the organization and mentor less experienced analysts to expand Level 1 knowledge.

· Maintain a high level of customer satisfaction while addressing customer issues in a timely and professional manner.

Purpose of the role

The associate will use skills such as problem recognition, research, and resolution steps to diagnose problems with the customer. Basic and advanced problems are resolved while typically more complex issues are assigned to senior level analysts or next level teams. The position involves the use of a problem management database and ticketing system. The position will use excellent verbal and written skills and be able to share knowledge with less experienced analysts. The associate can troubleshoot "open ended questions" on the fly and use their Technology operational knowledge to resolve customer concerns. The associate also acts as a mentor to other members of the team. The Solution Center is the first point of contact for our internal associates. Providing an excellent customer experience is a must!

Qualifications and Requirements

· Minimum of 2-3 years of technical support and customer service experience in a high-volume call center environment.

· Tech savvy with advanced knowledge of standard software products, databases, and remote control.

· Advance understanding of computer systems, operating systems, mobile devices, and other tech products.

· Strong analytical/cognitive skills and exceptional ability to troubleshoot complex and technical problems.

· Ability to communicate effectively in a non-technical manner (written and verbal).

· Ability to mentor less experienced analysts.

· Work independently and within a team environment.

· Excellent customer service skills required.

· Proficiency in English.

Desired Skills:

Minimum of 2-3 years of technical support and customer service experience in a high-volume call center environment.
Advanced knowledge of ServiceNow and Microsoft Teams
Citrix support experience

Thanks& Regards,

K Hemanth Kumar | Sr IT Technical Recruiter | Kairos Technologies Inc

E: hemanth@kairostech.com

Job Type: Contract

Pay: $15.00 - $20.00 per hour

Schedule:

• 8 hour shift

Work Location: In person

Salary : $15 - $20