Technical Support Analyst - Franklin, United States - IMS People

IMS People Franklin, United States

3 weeks ago

Description

Job Description

TITLE: Technical Support Analyst

Location: Franklin, WI

Duration: 18 Months

Job Description:
As a Technical Support Analyst, you will play a crucial role in providing technical assistance in a contact center environment. Your responsibilities will range from diagnosing remote hardware and software issues to resolving connectivity problems efficiently. Support will mainly be delivered through phone and chat conversations using remote access tools. The diverse range of support will cover Windows 10/11, Office 365, various devices, and a variety of applications.

Expect to be the main point of contact for technical queries from a large number of staff members. Your performance will be evaluated based on key metrics such as adherence to schedule, first contact resolution, quality of support, and customer service skills. Be prepared to dedicate the majority of your day to handling customer interactions during your shifts.

Qualifications:

Associate degree or equivalent work experience preferred.
High School Diploma or GED required.
Proficiency in typing with a speed of at least 50 words per minute.
Experience with MS Office and Outlook is advantageous.
Previous exposure to a multi-channel work environment is beneficial.
Strong expertise in troubleshooting computer and mobile device hardware and software, along with proficiency in using support tools.
Demonstrates excellent customer service skills both verbally and in writing, catering to various levels of the audience.
Presents a professional image and can provide multi-channel support effectively in a dynamic tech environment.
Capable of addressing client concerns, sharing technology insights, and enhancing the overall client experience.
Effective verbal and written communication skills to build rapport and deliver exceptional client service.
Strong problem-solving abilities and analytical skills.
Shows initiative, motivation, and willingness to contribute to process enhancements.
Attention to detail, particularly in documenting tickets clearly and understandably.
Ability to adapt to the evolving business requirements.

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