Shines Help Desk Support Analyst - Atlanta, United States - Cynet Systems

Description

• nswer inbound calls, chat & emails from customers needing assistance.
• Provides technical assistance to both internal and external customers for tier-one issues.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.
• Clearly and thoroughly document requests for assistance in the ticket management system, and track incidents through to resolution/escalation.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.
• Update knowledge base and documentation with technical and issue resolution.

• Five (5) years of experience as a help desk support analyst.
• Strong customer service orientation.
• Excellent listening, interpersonal, written, and oral communication skills.
• Excellent administrative, triaging, and time management abilities.
• Highly self-motivated and directed.
• Experience working in a team-oriented, collaborative environment.
• Experience with Jira or ServiceNow.
• Bachelors degree in a related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical/application support.
• Requires good troubleshooting & problem-solving skills.
• Must have strong communication & customer service skills with excellent phone presence.
• Must be a dependable, accountable, quick learner with a good technical aptitude.
• Must be detail-oriented for note-taking within the ticketing system.