Thriveon

Quick Response Analyst

Thriveon

full-time

Posted on:

Location Type: Hybrid

Location: Eden Prairie • Minnesota • United States

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Salary

💰 $42,000 - $47,000 per year

Job Level

Junior

About the role

  • Handle inbound client calls and tickets, triaging them to the appropriate team within 10 minutes
  • Gather relevant needed information so the request is actionable before passing to others
  • Decide whether request is something that was working now broke, net new functionality or related to an open project, warm handing off emergency requests
  • Resolve quick requests like can’t login and users’ changes within 30 minutes to client satisfaction and root cause 95+% of the time
  • Update ticketing system with troubleshooting/resolution notes and documentation portal with changes
  • Maintain existing Thriveon standardization and provide input to standardization team to further prevent issues or lower time to resolution
  • Maintain up-to-date Time Entries and Expenses for billing and accounting purposes
  • Participate in daily huddles and weekly meetings
  • Complete 1 hour of continuing education per week to improve job skills
  • Exemplify Thriveon Core Values: Humble, Helpful, Ambitious, Coachable and Curious

Requirements

  • Minimum of 6 to 12 months experience within relevant technical field
  • Associate's degree in computer science, information sciences, or related field preferred
  • Experience with Microsoft Windows, Office 365, general application support/troubleshooting
  • Knowledge of small to mid-size business IT systems
  • Outstanding customer service skills
  • Rapid decision maker
  • Detail oriented with strong documentation skills
  • Effectively communicate in a non-technical way to clients
Benefits
  • Medical & Dental Insurance 75% of family premium covered
  • 401K w/ 4% match
  • 3 Weeks PTO plus Paid Holidays
  • Latest technology tools: IT Management, Knowledgebase, Professional Service Automation, cellphone, laptop, and two screens
  • Latest technical training: expert led events and on demand, certification reimbursement
Applicant Tracking System Keywords

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

Hard Skills & Tools
application supporttroubleshootingdocumentationtime management
Soft Skills
customer servicerapid decision makingdetail orientedeffective communicationteam collaboration
Certifications
Associate's degree in computer scienceAssociate's degree in information sciences