Tech Support Analyst

5 hours ago

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CLEAResult

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energy optimization • energy efficiency program design • implementation • market transformation • benchmarking

1001 - 5000

💰 Private Equity Round on 2013-06

Description

• Perform day-to-day support interacting with users, resolving moderately complex programmatic issues in a help desk environment. • Provide a positive customer service experience. • Instructs users in the use of personal computers and networks • Follows all guidelines in the service & operating level agreements as well as operating procedures • Documents issues and solutions thoroughly in a help desk environment. • Answers queries by telephone, email, or chat within the ticket tracking system in support of internal and/or external customers. • Utilizes available knowledge documents, conducts research, interacts with, and escalates to other support personnel to resolve customer’s issues. • Routes complex issues to next level support quickly for further investigation when appropriate. • Alerts senior technical staff and/or management to recurring issues and patterns of issues. • Maintains and updates records and tracking databases. • Coordinates the resolution of moderately complex incidents and problems with the appropriate vendors and internal staff. • Trains junior technical staff in established processes and procedures. • Performs other duties as assigned or apparent.

Requirements

• High School Diploma - Required • Associate’s degree preferred; or equivalent combination of education and experience preferred. • Customer service skills • Great communication skills • High attention to detail • Ability to learn quickly

Benefits

• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours • 401(k) with company match • Paid vacation, sick, personal and parental leave time • Paid Volunteer Time: giving back to our communities is important to us • Employee Recognition Program – convert your recognition points into gift cards • Employee Assistance Program – offers benefits to help you manage daily responsibilities • Access to on-demand training courses to advance further in your career