Customer Service Analyst

Candidate should be working from 6 AM EST - 2 PM EST

JOB SUMMARY: Responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.

PRIMARY DUTIES:

Primary duties may include, but are not limited to:

• Handles basic technical problems via the telephone and resolves first line customer issues.
• Logs and manages calls while utilizing the correct procedures.
• Handles specialized functions including fulfilment and special projects.
• Make appropriate and timely referrals of any requests that cannot be immediately resolved..

REQUIREMENTS:

• Requires an AA/AS degree in Information Technology, Computer Science or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.

PREFERRED QUALIFICATIONS:

• 2 years customer service experience strongly preferred.
• Knowledge and use of SD tools strongly preferred.
• Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management strongly preferred.

Comments: Networking, Configuration Management, Telecommunication

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