[Remote] IT Support Center Analyst - US Only 100% Remote
Note: The job is a remote job and is open to candidates in USA. Blue Mantis is a company providing managed services, and they are seeking an IT Support Center Analyst. The role involves providing first-level technical support to clients, resolving issues reported via phone and web tickets, and ensuring excellent customer service in a fast-paced environment.
Responsibilities
- Resolve problems reported to the service desk by phone or web tickets
- Provide first-level contact and problem resolution for customer issues
- Provide timely communication on ticket status and resolution
- Answer phone calls received by the call center by the SLA
- Resolve or escalate issue as needed
- Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed
- Quickly and effectively communicate with customers within the set SLA
- Work with vendor to resolve issues when required
- Continuously improve upon technical skills sets within assigned areas of expertise
- Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment
- Regular, predictable and punctual attendance
- May occasionally need to work on holidays or weekends
Skills
- Experience in the Customer Service industry
- Experience with providing technical assistance over the phone
- Able to multi-task by working on multiple open tickets simultaneously
- Experienced in working in a fast-paced environment with multiple priorities and projects
- Able to investigate, analyze and troubleshoot customer issues
- Comfortable making decisions on issue resolution without supervision
- Demonstrates excellent verbal and written skills
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement
- Regular, predictable and punctual attendance
- May occasionally need to work on holidays or weekends
- A+ Certification
- Enrolled in IT related class, certification training, or degree
Company Overview
Company H1B Sponsorship