Global Tech Support - Santa Monica, United States - Universal Music Group

Universal Music Group
Universal Music Group
Verified Company
Santa Monica, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Which Bandmember are You?
The Global Tech Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing
issues, identifying, researching, and resolving technical issues that are raised. The Global Tech Support Analyst documents, communicates, tracks, and
monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level
Agreements.

Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.


How You'll Rock the Role

  • Interprets, analyses, researches and resolves simple to moderately complex inquiries
  • Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
  • Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.
- accordance to established guidelines and procedures

  • Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
  • Utilizing the internal knowledge base, experience and team resources
  • Provide technical advice, guidance, and informal training to customers
  • Support, maintain, and train users on mobile handheld devices
- services and all other current technology used to support end users

  • Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.
  • Support multiple locations and remote users via remote tools
  • Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary
- support to customers

  • Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team
- resources

  • Document issues and troubleshooting steps concisely in the ticketing system
  • Follow up on open issues with escalation groups to provide updates to customer

What We're Looking For

  • 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
  • Must have a good understanding of personal computers, printers and peripherals
  • Must have a good understanding of Microsoft PC operating systems
  • Must have excellent telephone, listening and communication skills
  • Must be disciplined to learn and follow standard operating procedures
  • Must effectively and efficiently communicate with all levels of employees
  • Good problemsolving ability
  • Able to work independently and as part of a team to attain individual and team goals
  • Must be customer focused
  • Must demonstrate strong followup and follow through abilities with a sense of urgency
  • Must demonstrate ability to manage multiple tasks and assignments
  • Familiar with various elements of Information Technology infrastructure
  • Available to work flexible shifts that will include nights, holidays & weekends
  • Available to provide onsite support coverage at various UMG
This is the pay range that Magnit reasonably expects to pay for this position: $19.83/hour - $26.44/hour


Benefits:
Medical, Dental, Vision, 401K


QUALIFICATION/LICENSURE

Work Authorization:
Green Card, US Citizen, Other valid work visa


Preferred years of experience: 2 years


Travel required:
No travel required


Shift timings: 8 AM to 5 PM
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