Blue Mantis

IT Support Center Analyst

Blue Mantis

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $17 - $19 per hour

Job Level

Mid-LevelSenior

About the role

  • Resolve problems reported to the service desk by phone or web tickets
  • Provide first-level contact and problem resolution for customer issues
  • Provide timely communication on ticket status and resolution.
  • Answer phone calls received by the call center by the SLA.
  • Resolve or escalate issue as needed.
  • Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
  • Quickly and effectively communicate with customers within the set SLA.
  • Work with vendor to resolve issues when required.
  • Continuously improve upon technical skills sets within assigned areas of expertise.
  • Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
  • Regular, predictable and punctual attendance.
  • May occasionally need to work on holidays or weekends.

Requirements

  • Experience in the Customer Service industry
  • A+ Certification preferred but not required
  • Enrolled in IT related class, certification training, or degree preferred, but not required.
  • Experience with providing technical assistance over the phone.
  • Able to multi-task by working on multiple open tickets simultaneously.
  • Experienced in working in a fast-paced environment with multiple priorities and projects.
  • Able to investigate, analyze and troubleshoot customer issues.
  • Comfortable making decisions on issue resolution without supervision.
  • Demonstrates excellent verbal and written skills.
  • Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
Benefits
  • Health insurance
  • Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
A+ Certificationtechnical assistancetroubleshootingproblem resolutionticket managementcustomer issue investigationmulti-taskingSLA adherence
Soft skills
communicationcustomer servicedecision makingtime managementadaptabilitymotivation to learnverbal skillswritten skills
Certifications
A+ Certification