Hybrid Service Desk Analyst — Customer Support

iconectiv; Bridgewater (MA); Hybrid; USD 48,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k with matching

Paid Time Off

Life Insurance

Job summary

Iconectiv in Bridgewater, NJ is seeking a Customer Service Associate to provide end-user support for proprietary business applications and standard client software. Duties include monitoring channels (chat, email, phone), handling customer porting requests, performing data entry, and collaborating with other departments to resolve incidents.

The role requires 1–2 years in customer service, strong written and verbal communication, and familiarity with Oracle SQL, Java and UNIX.

Qualifications

• BA degree preferred.
• 1–2 years of customer service/account management experience.
• Excellent written and verbal communication skills.
• Familiarity with Oracle SQL, Java and UNIX.
• Experience using chat to support customer communications.
• Any application support experience is a plus.
• MS Office skills and professional writing ability.
• Initiative, critical thinking and follow-through are valued.
• US Citizenship required.
• Hybrid work arrangement within 75 miles of Bridgewater, NJ.

Responsibilities

• Monitor and respond to multiple channels of customer communication including chat, email, and phone.
• Support calls, questions, or tickets: customer service requests, billing inquiries, application troubleshooting, data entry.
• Use analytical skills to troubleshoot incidents and coordinate with other departments.
• Participate in on-call rotations which may include after-hours, weekends and holidays.
• Learn training materials related to industry, applications and processes.
• Exhibit strong work ethics, time management and customer focus.
• Understand internal processes and assist as needed.

Skills

Customer service

Written communication

Verbal communication

Data entry

On-call coordination

Education

BA degree preferred

Tools

Oracle SQL

Java

UNIX

Chat support tools

Job description

Iconectiv in Bridgewater, NJ is seeking a Customer Service Associate to provide end-user support for proprietary business applications and standard client software. Duties include monitoring channels (chat, email, phone), handling customer porting requests, performing data entry, and collaborating with other departments to resolve incidents.

The role requires 1–2 years in customer service, strong written and verbal communication, and familiarity with Oracle SQL, Java and UNIX.