Response Support Analyst

Description & Requirements

As a Response and Support Analyst I, you will provide enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT-related concerns across multiple businesses and levels of users. Functions include but are not limited to troubleshooting hardware and software-related concerns, phone support, access requests, and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating with and following up with impacted users. Our response team aims to resolve 80% of user incidents before escalating the situation to a greater level. This role will also have a shared responsibility for extended support, which may include on-call evening, weekend, and holiday shifts.

How you will contribute:

• Act as the initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
• Adhere to written procedures, checklists, and all quality control associated with project deployments
• Direct requests and unresolved issues to the manager
• Deliver excellent customer service by phone, email, instant messaging, and video conference
• Record details of actions taken in inquiries, comments, and complaints
• Promote the use of self-help catalogs and references Known error database or knowledge base before escalating
• Follow up on end-user interactions
• Investigate end-user problems and attempt to identify their source
• Duties include answering the Forvis Mazars support line, recording the call, taking first-level corrective action, and escalating problems to resolution when necessary
• Utilize all available technology to attempt first-call resolution
• Be responsible for keeping the end user informed of the status of their ticket and setting realistic expectations
• Ensure all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at < 5%.
• Effectively manage backlog to assist in meeting departmental goals
• Escalate tickets to a higher level of support when unable to resolve them within a 30-minute period

We are looking for people who have Forward Vision and:

• Ability to retain and protect confidential material
• Excellent customer service skills
• Excellent written and verbal communication skills
• Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives

Minimum Qualifications:

• Flexibility to work non-standard business hours (e.g., not 8 a.m.-5 p.m.) to provide support to end users. To include an on-call rotation for nights, weekends, holidays, and business shift changes
• Must be currently enrolled in a technical or computer science-related program or possess relevant support center work experience
• 1 year or more of customer service in a technical environment or equivalent training
• Technical knowledge of PCs, laptops, printers, and peripheral hardware devices
• Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software
• Ability to diagnose and resolve onsite and remote PC-related computing problems

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