Description
Support Center Analyst
INFO ON POSITION:
- 5-10 years for support experience
- PC LAN exp
- Windows environment
- Excellent at troubleshooting
- Knows to ask the right questions (who, what, where, when)
- Most common issues 30%:
- Outlook
- Windows OS
- Password resets
- Proprietary software-which they do not need to know
- They will be supporting about 5,000 end-users in 3 states (GA, PA, CA)
- 100% remote phone support
- 40 tickets per day/analyst which turns into about 50-60 calls and emails/day
- 20 people on the team
- Training the first couple weeks consists of:
- 1st wk Shadowing someone in GA or virtually in CA or PA-learning systems
- 2nd wk taking tickets through email
- 3rd wk get on the phones