Entry Level
Support Analyst First Line
Descripción
Responsibilities
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Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
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Identify, evaluate and prioritize customer problems and complaints.
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Analyze customer problems and formulate plans of resolution.
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Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
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Evaluate new services, processes and technologies introduced at the helpdesk.
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Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
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Work with departmental staff to promote, develop, and maintain strong customer service values.
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Escalate unresolved issues to support leads, designated (Client) service group.
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