Help desk support /Technical support Analyst

Vertisystem; Lawrenceville (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

Vertisystem in Lawrenceville, Georgia, is seeking a Help Desk Support / Technical Support Analyst. In this role, you will provide exceptional support to customers using various communication channels, resolve issues, and contribute to the knowledge base.

The ideal candidate has strong customer service skills and experience in a support center environment. This contract position offers a training period followed by regular work hours.

Qualifications

• Experience in customer support or help desk environment.
• Ability to communicate effectively with customers.
• Familiarity with Sage products is preferred.

Responsibilities

• Provide support via telephone, email, chat, and social media.
• Identify and resolve customer issues efficiently.
• Maintain documentation of customer interactions.

Skills

Customer Service

Problem Solving

Communication

Knowledge Center Support methodologies

Job description

Help desk support / Technical support Analyst

• Contract

Greetings!

This is Vikas from VertiSystem Inc. Currently I am hiring for our direct client. I found your resume on a job board and your profile seems to be a match for the position. We are the primary vendor with this client. Please find the job details below. For more details, you can reach me at 609-246-2390 and please send your updated resume.

Job Title: Customer Support Analyst

Duration: 06 months.

Description: Shift/Hours: Training 9-6 for 8 weeks and then 11-8

Job Description: Overview: As an analyst, you will be responsible for enhancing each customer’s relationship with client. This objective will be primarily accomplished by providing assistance for customers with questions or issues regarding client's products or services and their application in the customer’s business operating environment. Support is provided in adherence to company guidelines, and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional client products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team based project work.

Responsibilities:

• Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.
• Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.
• Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards.
• Assists customers in gaining the most value from their Sage products and services.
• Identifies additional opportunities for Sage solutions to benefit the customer's business needs.
• Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources.
• Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.
• Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization.
• Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures.

Contact: Vikas Jalodiya – Direct: 609-246-2390