Client Support Analyst

Position Summary:

In the Client Support Analyst position, you'll provide outrageous customer service through end-user support of client technology. This role will provide multiple tiers of support and escalate to internal teams when necessary.

Competencies & Skills Needed:

• Highly Customer Focused - Responds promptly to customer requests and delivers an exceptional experience.
• Prioritizes Effectively - Navigates multiple incoming requests, identifies the highest priority and adjusts workload as needed to meet customer needs.
• Strong Communicator - Sets clear expectations and timely follow-up with customers through tickets, email, chat and phone conversations.
• Savvy Problem Solver - Critically approaches problems, researching and leveraging new and unique approaches when standard solutions don't work.
• Maintains Composure - Remains calm under stress while working in a high volume environment.
• Highly Approachable - Collaborates well with team members to solve customer problems and is viewed by customers as friendly and helpful.
• Process Oriented - Follows well defined procedures to fix or diagnose recurring technology issues.

What You'll Do and Impact:

• Fulfill customer requests and troubleshoot incidents.
• Use the ticketing tool to manage and prioritize incoming customer requests. Maintain a focus on resolving high severity issues in a timely manner.
• Complete workstation imaging and setup; advanced hardware troubleshooting and repair; phone and network printer troubleshooting and support.
• Own and execute software installation and configuration. Troubleshoot problems as they surface through research.
• Escalate incidents beyond tier I to internal Technology teams and communicate with internal customers on ticket status.
• Create and update documentation for client incidents, setups, and administration.
• Collaborate with team members to review all documentation provided by internal teams and approve prior to accepting into the documentation repository.
• Assist with and sometimes lead small client related projects.
• Identify process improvements to reduce time to close on tickets.

Experience:

• 1-3 years (5+ years preferred) of previous IT Support or Desktop experience

Additional Items of Interest:

• Associate's or Bachelor's degree in MIS or other technology related major

Job to be performed in the location listed. Generous benefit package available. Click here to learn more.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

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