Client Services Analyst Lead

Position Summary

Provides professional, friendly, and knowledgeable service to customers. Delivers experienced technical and operational support at all levels for the computer systems and applications through the Service Desk. Works with external clients to resolve complex day-to-day issues and direct them to appropriate resources at CCNC. Provides first and second level support to users from tickets put into the ServiceNow.

Essential Functions• Supports clients in addressing and resolving complex operational and technical issues and ensuring requests are executed• Resolves complex or non-routine client issues or inquires, as needed• Receive inbound telephone calls and tickets in trouble tracking tool (ServiceNow) for end user and desktop support• Applies advanced problem-solving skills, judgement, and experience to analyze information• Uses developed communication skills to deliver high quality service to a specialized client base• Uses in-depth knowledge of client issues and needs to contribute to business development efforts• Administer and manage user access in Azure Active Directory, Office 365 and associated admin centers• Administer and manage user access for SFax, Webex, and other software as required• Leads and participates in internal activities and initiatives designed to improve the client experience• Develop technical solutions to be posted to both internal and external knowledge base.• Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution• Helps develop process improvements• Provides guidance to less experienced team members• Supports multiple, complex client accounts, projects, and programs• Perform other duties as assigned

Qualifications• Associates degree or equivalent work experience• Experience in an operational area and/or technical client services preferred• 7+ years of total work experience in operational and/or technical client services preferred • 1-year Windows OS/OS X, Internet Explorer/Browsers, Network Functions and Configurations and Software Applications.

Knowledge, Skills, and Abilities• Ability to respond to customers inquiries and complaints• Ability to solve problems in a timely and friendly manner• Ability to effectively present information to coworkers and management• Excellent verbal and written skills• Excellent telephone skills• Work well in a team environment.

Working Conditions• This job is onsite in Central Office• Responsibilities may require working evenings and weekends with little advanced notice.• There may be some minor physical inconveniences or discomfort in the work setting including sitting for moderate periods of time. • Physical demands include requirement to regularly sit; use hands and fingers; reach with hands and arms; talk and hear. • The employee is occasionally required to stand and walk; lift up to 10 lbs.• Vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus.

The above statements are intended to describe the general nature and level of work performed in this position and are not to be construed as an all-inclusive list of duties, skills and responsibilities. In signing this job description, I confirm that I understand and am able to fulfill the terms of the position as set forth above.