Customer Support Analyst

SA TECHNOLOGIES; Kennesaw (GA); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading IT consulting firm is looking for Customer Support Analysts for a 3-month contract-to-hire opportunity in Kennesaw, GA. Candidates should have strong call center experience, technical support skills, and be comfortable handling multiple systems. This role offers a chance to contribute to a dynamic team while supporting retail clients and providing excellent service.

Responsibilities

• Answer ACD calls efficiently within specified KPIs.
• Provide inbound email and chat support for non-critical issues.
• Maintain call abandon rates below departmental goals.

Skills

Strong call center experience

SQL

Retail technical support

Strong technical skills

Active Directory

ServiceNow

Multi-tasking

Job description

SA Technologies Inc. (www.satincorp.com) is a market leader and one of the fastest growing IT consulting firms with operations in US, Canada, Mexico & India. SAT is an Oracle Gold Partner, SAP Services Partner & IBM Certified enterprise.

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

Job Description

SA Technologies Inc. (www.satincorp.com) is a market leader and one of the fastest growing IT consulting firms with operations in US, Canada, Mexico & India. SAT is an Oracle Gold Partner, SAP Services Partner & IBM Certified enterprise.

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

Position: Customer Support Analyst

Duration: 3 Month Contract to Hire

We have 4 open three-month contract-to-hire IT Customer Support Analyst positions for our direct client in Kennesaw, GA. The ideal candidates would be local and have the following experience:

• Strong call center experience
• SQL
• Retail technical support
• Strong technical skills
• Active Directory
• ServiceNow
• Excellent multi-tasking skills (handling 5 or 6 systems simultaneously)

Duties

• Answer ACD calls within the duration specified within the KPI (key performance indicator) for average wait time (AWT)
• Address all ACD calls within the KPI for average handle time (AHT)
• Maintain individual call abandon rate at least 2% below the departmental goal for abandon rate (ABD)
• Inbound email support (all non-critical issue types)
• Respond to inbound emails from customers to the NSC within parameters defined by NSC management
• Inbound chat support (all non-critical issue types)
• Respond to chats from customers to the NSC within parameters defined by NSC management
• Additional duties as assigned

Additional Information

All your information will be kept confidential according to EEO guidelines.