Job Description
Job Title: Expert Desk Analyst
Job Type: Contract
Duration: 6 Months
Location: 100% Remote
This group will provide 7 days of support each week (5am-9pm PT)
(Phone, chat and Slack)
Job Overview:
The Expert Desk Analyst will provide technical support to internal employees who service our customers.
The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment.
There is also a range of administration duties within this role.
Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community.
Responsibilities:
Qualifications:
Desired Experience:
Job Type: Contract
Duration: 6 Months
Location: 100% Remote
This group will provide 7 days of support each week (5am-9pm PT)
(Phone, chat and Slack)
Job Overview:
The Expert Desk Analyst will provide technical support to internal employees who service our customers.
The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment.
There is also a range of administration duties within this role.
Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community.
Responsibilities:
- Responsibilities In-depth technical troubleshooting of software, and connectivity issues for remote employees Assist customers in gaining access to various systems.
- Monitor for incoming issues, determine root cause and either fix or escalate Log all contacts into Incident Management System (ServiceNow)
- Partner with appropriate teams to resolve or properly close aging tickets
- Communicate contact trends and challenges in team meetings
- Take on small projects from start to finish focused on streamlining ATLAS processes
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Asynchronously communicate effectively with customers in a manner that reduces downtime
- Escalate systemic outages to Incident Management Team and advocate for resolution
- Collaborate with peers while solving customer problems in a fast-paced environment.
Qualifications:
Desired Experience:
- Help Desk, contact center, end-user tech support, “Geek Squad,” “Genius Bar,” etc.
- Providing application support through asynchronous communication.
- Partner and communicate with developers/engineers to solve application issues.
- Customer facing break/fix for call center environments and remote workers.
- Knowledge Centered Support (KCS); documentation and process.
- Familiarity in supporting end-user issues with the following technologies but not limited to: Client, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, video conferencing, remote desktop, etc.
- Soft Skills - able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
- Problem Solver - Ability to deduce obscure problems within complicated distributed systems
- Diligence/Alertness - able to maintain focus on new, incoming issues while continuing to work on existing tasks
- Self-motivation - displays a willingness to take on tasks without being asked
- Adaptability - comfortable in a constantly changing environment
- Proficiency - Comfortable supporting a wide range of end-user issues Collaboration - Willingness to engage other support teams, seek help, ask questions
- Customer Obsession/Empathy - Passionate about providing excellent customer service and follow-thru to completion. Falls in love with the customer problem and puts themselves in the customer’s situation.
- Communication - Translate technical jargon into a communication that is digestible by end users
Numbers & Facts
| Location | Remote, TX (Remote) |
| Industry | Other/Not Classified |
| Salary | $24–$26 Per Hour |
| Company Size | 100 to 499 employees |
| Year Founded | 1998 |
| Website | www.eteaminc.com |
About Company
Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.
Skills
- Analysis Skillsunmatched
- Authenticationunmatched
- Call Centersunmatched
- Communication Skillsunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Desktop PCunmatched
- Distributed Computingunmatched
- Documentationunmatched
- Help Deskunmatched
- Incident Managementunmatched
- Interpersonal Skillsunmatched
- Power Outagesunmatched
- Problem Solving Skillsunmatched
- Process Developmentunmatched
- Resolve Customer Issuesunmatched
- Root Cause Analysisunmatched
- ServiceNowunmatched
- Slackunmatched
- Software Administrationunmatched
- Software Engineeringunmatched
- Systems Analysisunmatched
- Technical Supportunmatched
- Videoconferencingunmatched
- VoIP (Voice over IP)unmatched
- Voice Response Systemsunmatched
- Workplace Issuesunmatched
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