Technical Support Analyst

Who we are:
Valiant Technology is the award-winning managed IT services provider specializing in secure and scalable solutions for creative industries across the United States.

We do more than tech support. Our team works with businesses at all levels to understand their unique challenges and implement people-first solutions, best practices, and training to protect their business and help it grow.

Who we're looking for:
Valiant is looking for a new Service Analyst to help support our growing client base. This position is an entry level position to the Managed Service Provider industry. The Service Analyst manages and resolves all assigned and escalated tickets across the entire Valiant client base out of the Valiant Support Systems. The analyst processes incoming client requests and tickets via phones and emails to the Valiant Ticketing system. They are responsible for ensuring all tickets are closed in an efficient, timely manner, while keeping the client and their fellow co-workers informed as needed. Proper communication and documentation are vital to the success of the Support Analyst. The majority of the time all work can be remote using RMM tools. However, at times the analyst will be required to go onsite to complete a service request.

This individual is someone who should be engaged and open minded to continued learning. We're looking for someone who enjoys the fast paced, ever changing landscape of the IT world.

The ideal candidate will need to be comfortable working both collaboratively and independently on a wide array of client reported issues. Good communication skills are vital as the role requires interactions with both customers and teammates via phone, email, tickets and chat. A strong attention to detail is needed as time tracking and documentation are vital to the success of the individual.

The Role:

The Service Analyst is responsible for processing incoming client requests and tickets via phones and emails to the Valiant Ticketing system. Primarily, the Analyst will be performing change requests assigned to them such as email creation and modifications, new user and new computer setups, and employee offboarding tickets. During this processes it will be expected that clients are updated and advised on their ticket status and progress if need be.

Service Analyst Responsibilities:

• Work out of the Valiant support system to monitor and resolve all assigned tickets.
• Answer phones and enter client service issues into the systems while working with the client on the phone to resolve their problem or escalate to a other team members for further resolution if required.
• Documenting and communicating all work as it is completed to keep clients and co-workers updated.
• Travel to client offices to resolve tickets when needed.

Service Analyst Requirements:

• Strong communication skills both written and verbal to interface with clients

• Robust and empathetic customer service skills to deliver outstanding outcomes and strengthen Valiant’s relationships with our clients.

• Previous Service Industry experience a plus

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

Salary : $45,000 - $50,000