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Technical Support Analyst

Company: Strategic Staffing Solutions
Location: Philadelphia
Posted on: January 17, 2020

Job Description:

Technical Support Analyst Philadelphia, PA S3 (Strategic Staffing Solutions) Mon-Fri, 8am-5pm Skills: -- Aptitude for, and interest in, learning new technologies. -- Understands customers' issue and demonstrates real concern. -- Responds quickly and resolves problems related to technology usage. -- Communicates clearly. -- Establishes credibility quickly by following up and taking initiative. -- Probes and uncovers customers' underlying issues. -- Defines problems quickly and resolves majority of issues within specified timeframe. -- Can deliver "just-in-time" training over the phone. -- Actively shares knowledge and offers assistance to team members. -- Identifies and takes initiative to implement improvement opportunities. -- Possesses insatiable appetite for learning, continuously pursues new learning that add value to the team's knowledge base. -- Knowledge of MS Office Suite -- Knowledge of Windows Operating System Qualifications: -- 1 years customer service experience, preferably in a call center environment. Duties: Contributes to the IT Support job family in a support capacity. Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Records inquiries, repair and service requests, resolves or directs requests to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and makes suggestions for improvements. Completes output (documents, analyses, product) in specific work area to appropriate time and quality targets. Works under own initiative, prioritizes own work, and meets agreed timescales. Work is subject to frequent review by more experienced professionals in IT Customer Support.

Keywords: Strategic Staffing Solutions, Philadelphia , Technical Support Analyst, IT / Software / Systems , Philadelphia, Pennsylvania

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