Technical Support Analyst

Yoh has a multiple contract opportunities for TECHNICAL SUPPORT ANALYSTS to support our client in St. Louis, MO.

JOB OVERVIEW:

The Technical Support Analyst will operate in a support center environment to provide professional, timely, and accurate resolution of inbound technology related problems. This position focuses on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions.

JOB RESPONSIBILITIES:

- Resolves inbound technology-related problems in a support center environment
- Provides remote customer service by responding to inbound (average 20-30 calls/day) and placing outbound phone calls and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner
- Troubleshoots problems quickly to determine the appropriate resolution path
- Documents issues within the problem management system with clear, concise and accurate information; documents troubleshooting process and procedure for each issue
- Assists with trend and root cause analysis; identifies and communicates problem trends; identifies and communicates gaps in department knowledge required to resolve specific problems
- Tracks activities using the appropriate software and telephone systems
- Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up
- Develops and maintains required technical knowledge and skills; independently pursues skill building activities in conjunction with daily workload
- Assists with task automation and process improvements, as directed
- Maintains established service level agreements to meet customer expectations and quality standards

JOB QUALIFICATIONS:

- Minimum one (1) year experience on the following technologies:
- Microsoft Windows Technologies
- Networking technologies such as DHCP, DNS, transport protocols, Routers, Switches, LAN/WAN and wireless connectivity
- Active Directory
- PC hardware
- Printers
- Mobile devices
- Strong customer service orientation
- Previous experience in a customer facing role (ie retail environment) very helpful
- Analytical skills

DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.

RECRUITER: Scott Bennekemper

Yoh is a professional staffing provider with over 70 years of experience in the short and long-term staffing services industry; visit our website to learn more about our company.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: CON_W2

J2W: INFOTECH

MONJOB J2WBRSTL

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Branch: IT & Telecom