Senior Technical Support Analyst - Remote in Certain States
BASIC FUNCTION
Provide advanced tech support to contracted remote call center PROs, non-PRO contractors, and Working Solutions staff to support and sustain program technology; Enable productivity and contribute to the growth and success of Working Solutions.
- PRINCIPAL ACCOUNTABILITIES
- 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.
- 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
- 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
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