IT Support Center Analyst - US Only 100% Remote at Blue Mantis

, , United States -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

19.24

Posted On

02 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Assistance, Multi-tasking, Troubleshooting, Customer Service, Communication, Decision Making, Verbal Skills, Written Skills, Motivation to Learn, Problem Resolution, Fast-paced Environment, Account Administration, Incident Recording, Problem Determination, Research Skills, Vendor Coordination, SLA Management

Industry

IT Services and IT Consulting

Description

IT Support Center Analyst - US Only 100% Remote Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $16.83 - $19.24 / hour Description The Support Center Analyst – AAT provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The Support Center Analyst – AAT is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task. Key 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, Knowledge & Expertise 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. Qualifications: Experience in the Customer Service industry A+ Certification preferred but not required Enrolled in IT related class, certification training, or degree preferred, but not required. Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

Responsibilities

The Support Center Analyst is responsible for providing first-level technical support to customers, resolving issues reported via phone or web tickets. This includes problem determination, incident recording, and ensuring timely communication regarding ticket status.