Support Center Analyst - Remote

Overview

The Support Center Analyst – AAT provides support to all Managed Services contracted clients, focusing on first-level technological problem determination and resolution.

In Short

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Ensure timely communication on ticket status and resolution.
• Answer phone calls received by the call center within SLA.
• Resolve or escalate issues as needed.
• Acknowledge and work on incoming Help Desk web tickets by SLA.
• Communicate quickly and effectively with customers.
• Work with vendors to resolve issues when required.
• Continuously improve technical and soft skills.
• Maintain regular attendance and may work on holidays or weekends.

Requirements

• Experience providing technical assistance over the phone.
• Able to multi-task with multiple open tickets.
• Experience in a fast-paced environment with multiple priorities.
• Able to analyze and troubleshoot customer issues.
• Comfortable making decisions on issue resolution independently.
• Excellent verbal and written communication skills.
• Motivated to learn new skills and improve knowledge.

Benefits

• Full-time employment with a supportive team.
• Opportunity for skill development and career growth.
• Work in a remote environment.
• Exposure to a variety of technical challenges.
• Flexible working hours.