Support Center Analyst
Valpak
full-time
Posted on:
Location Type: Office
Location: St Petersburg • Florida • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provides first and second level hardware / software support and system administration of various business platforms.
- Acts as a liaison between internal / external customers and second level support groups.
- Provide sales training and support across multiple domains and applications.
- Under minimal supervision and responsible for after-hours on call support.
- Provide first and second level support for software, hardware, and telecommunication issues;
- Process incoming emails to Support Center according to email rotation schedule.
- Account management for Active Directory, Salesforce, Exchange 2016, O365, Google, TapClicks, AdMall, RDS.
- Provide in-depth diagnoses various operating system, device, service, printing, network, and client application issues (e.g. Outlook, Salesforce, etc.).
- Proficient in the proprietary systems such as VPOffice, MDC, MMA, Salesforce CPQ, Salesforce Cases and Salesforce Payment Process.
- Provide basic training and support to all corporate employees and the franchise network across multiple domains and applications.
- Instruct users on best security practices in order to protect corporate equipment as well as data across the network.
- Act as advocate for customers, ensuring that issues are resolved within the team or by the second level groups in a satisfactory manner; escalating to leadership when necessary.
- Efficiently prioritize incoming incidents, following prescribed business processes including systems and tool utilization to provide technically accurate solutions to the user community with minimal user interruption.
- Work independently to effectively prioritize and resolve highly technical issues using remote support technologies.
- Use analytical and problem-solving skills to research wide range of hardware and software issues in a fast-paced environment.
- Escalate incidents as needed, acting as liaison between customers and 2nd level support groups.
- Maintain complete and accurate detailed documentation history on all support calls and issues through a call tracking system.
- Assist other second level teams in testing of new hardware and software prior to rollouts.
- Actively participate in learning opportunities and apply knowledge to continuously improve the customer experience.
- Act as subject matter expert on systems, providing documentation and training upon request.
- Continuously complete additional training to ensure ability to support end users on the latest releases.
- Perform related work and additional duties as needed or required.
Requirements
- Strong critical thinking, multitasking, and problem-solving skills
- Excellent verbal and written communication skills with a focus on active listening
- Self-motivated and results-driven with strong leadership qualities
- Ability to learn and retain information to become subject matter expert on supported systems
- Ability to convey enthusiasm and a positive attitude in all interactions
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
hardware supportsoftware supportsystem administrationActive DirectorySalesforceExchange 2016O365network troubleshootingremote support technologiescall tracking system
Soft skills
critical thinkingmultitaskingproblem-solvingverbal communicationwritten communicationactive listeningself-motivatedresults-drivenleadershipenthusiasm