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    Customer Support Analyst I CO - Denver, United States - Flexential

    Flexential
    Flexential Denver, United States

    2 weeks ago

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    Description

    Job Description:

    Responsible for the initial analysis, and classification of customer cases, as well as following troubleshooting documentation to quickly assess the customer situation and escalate if needed. IT Specialist will also work with the customer through different types of media, to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexentials customer environments

    A strong combination of technical analysis, troubleshooting, documentation skills, quick and friendly communication is vital to the IT Specialist role.

    Key Responsibilities and Essential Job FunctionsProvides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets.

    Establish friendly initial communications to customers to let them know we hear and understand what the request/incident, and set concise and clear expectations to the customers requests and incidents in a prompt manner

    Document resolution and proactive status updates to technical issues clearly for customers and team members

    Works closely with our Level 2 support team to stay current on technology trends and information technology concepts

    Collaborate with customers and teammates to determine improvement areas in capabilities and processes

    Resolve customer requests and incidents with a high sense of urgency and ownership

    Be a team player focused on collective improvement and growth

    Align to ITIL best practices

    High paced work environment, where our system administrators will need to prioritize workloads.

    Effectively works with vendors to create resolution

    Required Qualifications Working knowledge of relevant operating systems (see below)

    Attention to detail

    Good organization, time management, and prioritization

    Ability to troubleshoot and think critically

    Effective communication skills, including phone etiquette, writing, and active listening

    Great customer services skills

    Thrives in a fast-paced environment

    Continually seeking new knowledge curious by nature

    Preferred QualificationsPositive attitude with a strong sense of urgency and ownership of quality work deliverables

    Excellent verbal and written communications skills

    Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required

    1-3 years of system administration, network, or database administration experience

    2 -3 years of Customer Service experience.

    Network +, Security + and / or CCNA desired

    Microsoft MCP or MCSA preferred

    Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)

    Current experience applying troubleshooting techniques across various server, application, and network technologies including:Remote Desktop, SSH, FTP

    Microsoft Server Technologies

    VMWare and/or other virtualization technologies

    Linux (or other *nix platforms)

    VLANs, ACLs, IP subnets

    Networking and Switching concepts

    Load Balancing

    Firewall Configuration (Fortigate, Cisco ASA)

    Physical Requirements Ability to sit for extended periods of time

    Walk or Stand for 50% of the time

    Moderate or advanced keyboard usage

    Lift 50 lbs.

    Hourly Pay RangeHourly pay ranger for this position is estimated to be ($ $ However, the actual pay range depends on each candidates experience, location, and qualifications.

    Benefits of working at FlexentialMedical, Telehealth, Dental and Vision

    401(k)

    Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)

    Life and AD&D

    Short Term and Long-Term disability

    Flex Paid Time Off (PTO)

    Leave of Absence

    Employee Assistance Program

    Wellness Program

    Rewards and Recognition Program Benefits are subject to change at the Companys discretion.

    EEO StatementFlexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

    This position has the following safety hazards:

    Chemical

    Electrical

    Ergonomics

    Climb ladders

    Mechanical lift

    Noise

    Temperature Extremes

    Trip/Fall

    Driving (must possess valid drivers license and insurance)

    Other:_________________

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