Support Center Analyst Local Candidates Only Jobs in Minneapolis, United States


The Support Center Analyst is responsible for supporting users by calling or emailing for technical support. Occasional remote support is required to serve hybrid office work and geographically dispersed locations.Strong technical background combined with customer service experience. Problem solving style with ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining / exceeding service levels; First Call Resolution (FCR), Average Speed of Answer (ASA), Average Handle Time (AHT), Quality Control, and NPS targets.RequirementsMonitor and respond to support requests through phone, walk-up, email, and self-service ticketingAnswer calls and respond to email intake in designated mannerWork independently to troubleshoot issuesCollaborate with internal team members, and external groups to triage and troubleshoot issues, escalating when necessaryProvide support for conference room hardware and software maintenance, assistance setting up and troubleshooting for larger meetingsAssist with onboarding of new hires as directedProvide deskside user training as directedDocument processes by creating and maintaining knowledgebase articlesL1 and L2 Mac support skillsetCertification: ITIL foundation - A+ , CCNA are highly recommendedEducation: 2 yrs. Degree Associates or supplement experience to degree

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