Senior Technical Support Analyst

November 14

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Working Solutions

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Contact Center Solutions • Customer Sales and Service • Outsourced Call Center • Business Process Outsourcing • BPO Operations

51 - 200

Description

• Provide advanced tech support to contracted remote call center PROs, non-PRO contractors, and Working Solutions staff to support and sustain program technology • Complete research and/or training necessary to understand WSOL and client technologies and requirements • Interact with Contact Center agents (PROs) via chat, phone & ticketing system • Monitor ticketing systems and provide escalated tech support responses for issues not resolvable with initial troubleshooting or documented end-user instructions • Provide direct remote support for standard to advanced technological issues and gain a more direct understanding of a reported issue • Provide accurate, professional, and timely responses to supported end-users through all available communication channels • Ensure agents are utilizing secure and updated desktop environments • Work in tandem with other support team members and provide additional assistance during peak times • Perform credential management tasks (add / remove / modification / auditing) across multiple systems to maintain system access for users • Document and publish findings for technical issues, fixes, risks, mitigation steps to internal team members, Working Solutions ISS and Operational teams, and agent community • Consistently document and communicate status of in-progress issues via ticketing system, e-mail responses, chat, and change-of-shift team updates to minimize down-time for end-users • Communicate directly with client-level peers where escalation is needed. Drive escalations to resolution through client, Working Solutions ISS Management & Operational channels

Requirements

• 2-5 years’ end-user technical support experience and/or related education, and ability to study and understand client technology requirements • Proficiency with Microsoft Office software programs including Word, Excel, PowerPoint and Outlook • Advanced knowledge of troubleshooting techniques for home internet connectivity, software applications, multiple MS-Windows operating systems • Ability to efficiently manage multiple tasks simultaneously with great attention to detail, while meeting deadlines • Empathy and patience, and the ability to communicate technical information effectively to remote, non-technical people, both in writing and verbally • Strong customer focus, sense of urgency, analytical and problem-solving skills, with the ability to develop creative solutions • Ability to use a keyboard and sit at a computer for a large portion of the work period • Ability to work variable hours, which may include evenings and weekends

Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Work From Home