Content Support Analyst

Our direct client in Charlottesville, VA is looking for a Content Support Analyst to fill an 8-month contract position, performing the following duties:
- Provide phone, Web, and email support, recording complete information for customer content-related questions and issues.
- Replicate and perform effective structured root cause analysis of customer issues using available support tools and environments.
- Efficiently and accurately escalate customer issues and requests following established guidelines. Route non-content requests efficiently and accurately.
- Develop and publish effective customer work-arounds where feasible.
- Complete detailed and thorough ticket and issue tracking.
- Contribute effective well-written Knowledge Base articles for frequently reported issues and questions. Complete other Support documentation as needed.
- Participate in problem/change management activities to minimize impact of changes on end users.
- Meet service-level agreements (SLAs) for response time. The ideal candidate must has solid communication and interpersonal skills.

We will call qualified candidates after review. Resumes will NOT be sent to clients without your approval. REFERRALS WANTED - $1000 REWARD! Refer a colleague to us, and Precision will pay you $1000 if we find a job for that person!

Overtime: straight time

- Bachelor or Associate degree, preferably in computer science, information science, or a related field.
- Solid understanding of XML, XSLT, SQL, and Microsoft application
- Customer-service skills,
- Solid oral and written communication skills
- Technical troubleshooting and analysis skills