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Technical Support / Level 2 Analyst - (Cross Lanes) in Charleston, West Virginia For Sale

Type: Other Jobs, For Sale - Private.

JOB SUMMARY: The Level II Analyst’s primary responsibility is to perform technical troubleshooting for the end user. The Level II Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to a Level III group. Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user. ESSENTIAL FUNCTIONS Provide Level II support to the client. Answer in-bound calls, emails and chats professionally. Respond to customer inquiries. Identify and escalate priority issues. Resolve end-user incidents and process requests upon first contact. Route calls to appropriate resource when necessary. Follow up with end-user when necessary. Provide great customer service principles and practices. Maintain technical documentation in ticketing systems. Perform software and hardware troubleshooting. Input data into a form driven database Perform other duties as assigned. MINIMUM REQUIREMENTS/PREFERENCES Excellent Customer Service experience preferably in a high volume, support environment. Ability to troubleshoot system and application password/login issues. Proficient in all Windows platforms. Excellent understanding of LAN/WAN connectivity, PC software, Windows and Apple operating systems and applications, networks, and hardware (peripherals) with moderate-to-high level software, network and hardware troubleshooting skills gained through experience and/or training. Excellent understanding of Help Desk environment including operations, processes, etc. 2+ years of Help Desk experience preferred. Previous experience with ITIL and HDI methodologies; Certifications preferred. Ability to understand user needs and articulate a solution. Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles. Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving. Ability to multi-task. Occasional travel may be required. Certifications (preferred but not required): A+ Certification – other certifications a plus. Education: Minimum of Associate’s degree or completion of Technical Program or equivalent experience. Bachelor’s Degree preferred. (High school diploma or GED required.)
Source: http://www.juju.com/jad/xxxxxxxxrckz03?partnerid=af0exxxx314cbc501beebacaxxxx739d&exported=True&channel=staticfile&hosted_timestamp=xxxxa345f27ac5dc28d5dc06f6c19b8bxxxx1cb89c66ec3exxxxbf1bxxxxxxxx

State: West Virginia  City: Charleston  Category: Other Jobs
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