What are the responsibilities and job description for the Technical Support Analyst position at MARS Solutions Group?
Technicians in this role provide technical support in a contact center.
The responsibilities of this role include, but are not limited to:
- Troubleshooting remote hardware, custom and commercial software, and connectivity issues.
- Performing support via phone and chat interactions utilizing remote access software.
- Support will include Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications.
Candidates will take an average of 25 interactions as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff. To ensure your success and the team's success, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality, and customer service. During the assigned shifts, candidates should expect nearly 100% of their day to handle customer interactions.
Details of Position:
- 18-month contract.
- Shift Needs (1st, 2nd and 3rd shifts available)
Requirements:
- Associate degree or equivalent work experience is preferred.
- High School Diploma or GED required.
- Ability to type without usage of auxiliary aids and services. 50 words per minute is recommended.
- Experience with using and supporting MS Office and Outlook is recommended.
- Background in a multi-channel environment is recommended.
- Advanced knowledge in computer, mobile device hardware, and software troubleshooting, including proficiency in using software support tools.
- Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience.
- Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing tech landscape.
- Addresses concerns while engaging and informing clients about the technology environment. Offers ideas related to enhancing the client experience.
- Strong verbal and written communication skills, including quickly building rapport and creating a distinctive client experience.
- Strong analytic skills and ability to solve problems.
- Initiative and motivation to include willingness to share feedback to drive process improvement.
- Keen attention to detail, including proficiency in clear and understandable ticket documentation.
- Ability to adapt to the changing needs of the business.
