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    Client Support Analyst - Milwaukee, United States - Direct Supply

    Direct Supply
    Direct Supply Milwaukee, United States

    3 weeks ago

    Default job background
    Full time
    Description

    Position Summary:

    Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

    In the Client Support Analyst position, you'll provide outrageous customer service through end-user support of client technology. This role will provide hardware and software support escalating to internal teams when necessary.

    Competencies & Skills Needed:

    • Ensures Customer Focus - Responds promptly to customer requests and delivers an exceptional experience.
    • Ability to navigate multiple incoming requests, identifies the highest priority and adjusts workload as needed to meet customer needs.
    • Communicates Effectively - Sets clear expectations and timely follow-up with customers through tickets, email, chat and phone conversations.
    • Solves Problems - Critically approaches problems, researching and leveraging new and unique approaches when standard solutions don't work.
    • Demonstrates Composure - Remains calm under stress while working in a high volume environment.
    • Collaborates well with team members to solve customer problems and is viewed by customers as friendly and helpful.
    • Follows well defined procedures to fix or diagnose recurring technology issues.

    What You'll Do and Impact:

    • Fulfill customer requests and troubleshoot incidents.
    • Use the ticketing tool to manage and prioritize incoming customer requests. Maintain a focus on resolving high severity issues in a timely manner.
    • Complete workstation imaging and setup; advanced hardware troubleshooting and repair; phone and network printer troubleshooting and support.
    • Own and execute software installation and configuration. Troubleshoot problems as they surface through research.
    • Escalate incidents beyond tier I to internal Technology teams and communicate with internal customers on ticket status.
    • Create and update documentation for client incidents, setups, and administration.
    • Collaborate with team members to review all documentation provided by internal teams and approve prior to accepting into the documentation repository.
    • Assist with and sometimes lead small client related projects.
    • Identify and contribute to process improvements and automation.

    Experience:

    • 1-3 years (5+ years preferred) of previous IT Support or Desktop experience

    Additional Items of Interest:

    • Associate's or Bachelor's degree in MIS or other technology related major
    • Working knowledge with Microsoft M365 Suite of products

    Job to be performed in the location listed. Generous benefit package available. Click here to learn more.

    Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

    2013 to 2024 Direct Supply, Inc. All rights reserved.

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