Akkodis is seeking a Technical Support Analyst for a Contract job with a client in Franklin, WI (Hybrid). Ideally looking for applicants with a solid background in the financial services industry.

Pay Range: The rate may be negotiable based on experience, education, geographic location, and other factors.

We are looking for a talented Technical Support Analyst to join our team and play a key role in designing, developing, and delivering features for our products. In this role, you will not only be responsible for crafting clean and efficient code, but also for guiding and mentoring your fellow developers.

Please note - Remote is an option for the right candidate

• This posting is open to local and remote candidates.

• Local candidates will report onsite to our Franklin campus.

• Interviews for this position will be held remotely utilizing Zoom.

• Hybrid work from home opportunities will be available after training is completed (3 days a week onsite).

• Laptop and Equipment is provided to all candidates for this position.

• Other equipment outside of what we supply will be at the candidate’s cost.

Summary of Position:

Technicians in this role provide technical support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed 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 success of the team, 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 be handling customer interactions.

Training:

• Shifts will be assigned based on the requirements of the Job Posting.

Details of Position:

• 18-month contract.

• Shift Needs

• 1st Shift

• 2nd Shift

• 3rd Shift

• Weekends

• Hours will be communicated when extending an offer for the position. Any availability restrictions must be provided prior to the initial interview (Please include the schedule availability form when submitting).

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 ability to quickly build rapport and create 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 changing needs of the business .

Apply today to learn more about this position and other exciting opportunities Akkodis has to offer!

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.