[Remote] IT Support Center Analyst - US Only 100% Remote

Note: The job is a remote job and is open to candidates in USA. Blue Mantis is a company providing managed services, and they are seeking an IT Support Center Analyst. The role involves providing first-level technical support to clients, resolving issues reported via phone and web tickets, and ensuring excellent customer service in a fast-paced environment.

Responsibilities

• Resolve problems reported to the service desk by phone or web tickets
• Provide first-level contact and problem resolution for customer issues
• Provide timely communication on ticket status and resolution
• Answer phone calls received by the call center by the SLA
• Resolve or escalate issue as needed
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed
• Quickly and effectively communicate with customers within the set SLA
• Work with vendor to resolve issues when required
• Continuously improve upon technical skills sets within assigned areas of expertise
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment
• Regular, predictable and punctual attendance
• May occasionally need to work on holidays or weekends

Skills

• Experience in the Customer Service industry
• Experience with providing technical assistance over the phone
• Able to multi-task by working on multiple open tickets simultaneously
• Experienced in working in a fast-paced environment with multiple priorities and projects
• Able to investigate, analyze and troubleshoot customer issues
• Comfortable making decisions on issue resolution without supervision
• Demonstrates excellent verbal and written skills
• Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement
• Regular, predictable and punctual attendance
• May occasionally need to work on holidays or weekends
• A+ Certification
• Enrolled in IT related class, certification training, or degree

Company Overview

Company H1B Sponsorship