Executive Enterprise Tech Support Specialist (24/7)

Agilant Solutions, Inc.; Naperville (IL); On-site; USD 23,000 - 32,000; Full time

Job summary

Agilant Solutions, Inc. in Naperville, IL is seeking a Senior Contact Center Analyst to provide advanced technical support to enterprise clients via phone, ticket, and chat.

You will troubleshoot a wide range of end-user tech issues, document resolutions, and ensure high-quality customer experiences. This on-site role requires availability for all shifts in a 24/7 contact center, including evenings, weekends, and holidays.

Qualifications

• Availability to work in office for all shifts in a 24/7 Contact Center.
• Experience in help desk or service desk roles.
• Experience with ticketing systems such as Freshservice, ServiceNow, Zendesk, ConnectWise, or similar.
• CompTIA A+ certification.
• Strong troubleshooting, organizational, and time-management skills.

Responsibilities

• Provide Tier 1–3 technical support to enterprise clients via phone, ticket, and chat channels.
• Troubleshoot hardware, software, account access, network connectivity, Microsoft 365, and other end-user technology issues.
• Document troubleshooting steps, customer communication, actions taken, and resolutions within the ticketing system.
• Manage assigned tickets and follow up until issues are resolved or escalated as needed.
• Prioritize work based on urgency, impact, SLAs, and escalation procedures.
• Escalate complex or unresolved issues to the appropriate internal team or vendor.
• Maintain clear, professional communication with customers throughout the process.
• Follow client procedures, SOPs, and security requirements.
• Assist with high-priority incidents and coordinate with leadership and technical teams.
• Contribute to knowledge base articles and internal documentation.
• Complete clear shift handoffs for unresolved issues.
• Meet ticket quality, productivity, customer satisfaction, and SLA targets.
• Perform other duties as assigned.

Skills

Help desk

Ticketing systems

Troubleshooting

Communication

Documentation

Time management

Multi-tasking

Independence

Teamwork

White-glove support

Education

CompTIA A+ certification

Tools

Freshservice

ServiceNow

Zendesk

ConnectWise

Job description

Agilant Solutions, Inc. in Naperville, IL is seeking a Senior Contact Center Analyst to provide advanced technical support to enterprise clients via phone, ticket, and chat.

You will troubleshoot a wide range of end-user tech issues, document resolutions, and ensure high-quality customer experiences. This on-site role requires availability for all shifts in a 24/7 contact center, including evenings, weekends, and holidays.