Immediate Hiring Senior Technical Support Analyst - Remote in

Key Job Details:Start Date: Immediate openings availableLocation: RemoteCompensation: a competitive salaryPosition: Senior Technical Support Analyst - RemoteCompany: Workwarp

BASIC FUNCTION

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

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 reputed company 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, reputed company 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, reputed company ISS Management & Operational channels.

Requirements

*Position is virtual, but qualified candidates must reside in one of the following states: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX, WI.

2-5 years end-user technical support experience and/or related education, and ability to study and understand client technology requirements

Proficiency with reputed company 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

Benefits

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

Remote

About the Company:

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