Senior Technical Support Analyst - Remote in Certain States

BASIC FUNCTION

Provide advanced tech support to contracted remote call center PROs, non-PRO contractors, and Working Solutions staff to support and sustain program technology; Enable productivity and contribute to the growth and success of Working Solutions.

PRINCIPAL ACCOUNTABILITIES
?Complete research and/or training necessary to understand WSOL and client technologies and requirements.
?Interact with Contact Center agents (PROs) via chat, phone & ticketing system
?Monitor ticketing systems and provide escalated tech support responses for issues not resolvable with initial troubleshooting or documented end-user instructions.
?Provide direct remote support for standard to advanced technological issues and gain a more direct understanding of a reported issue.
?Provide accurate, professional, and timely responses to supported end-users through all available communication channels
?Ensure agents are utilizing secure and updated desktop environments.
?Work in tandem with other support team members and provide additional assistance during peak times.
?Perform credential management tasks (add / remove / modification / auditing) across multiple systems to maintain system access for users.
?Document and publish findings for technical issues, fixes, risks, mitigation steps to internal team members, Working Solutions ISS and Operational teams, and agent community.
?Consistently document and communicate status of in-progress issues via ticketing system, e-mail responses, chat, and change-of-shift team updates to minimize down-time for end-users.
?Communicate directly with client-level peers where escalation is needed. Drive escalations to resolution through client, Working Solutions ISS Management & Operational channels.
?2-5 years?end-user technical support experience and/or related education, and ability to study and understand client technology requirements
?Proficiency with Microsoft Office software programs including Word, Excel, PowerPoint and Outlook
?Advanced knowledge of troubleshooting techniques for home internet connectivity, software applications, multiple MS-Windows operating systems
?Ability to efficiently manage multiple tasks simultaneously with great attention to detail, while meeting deadlines
?Empathy and patience, and the ability to communicate technical information effectively to remote, non-technical people, both in writing and verbally
?Strong customer focus, sense of urgency, analytical and problem-solving skills, with the ability to develop creative solutions
?Ability to use a keyboard and sit at a computer for a large portion of the work period
?Ability to work variable hours, which may include evenings and weekends
?Health Care Plan (Medical, Dental & Vision)
?Retirement Plan (401k, IRA)
?Life Insurance (Basic, Voluntary & AD&D)
?Paid Time Off (Vacation, Sick & Public Holidays)
?Short Term & Long Term Disability
?Work From Home

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