Night-Shift EOC Support Analyst

TierPoint, LLC.; St. Louis (MO); Hybrid; USD 28,000 - 36,000; Full time

Job summary

TierPoint, LLC. is seeking an EOC Support Analyst in St. Louis, Missouri.

The role requires basic systems administration skills and strong customer service to handle incoming calls, emails, and alerts, with ticket creation and escalation as needed in a fast-paced 24/7/365 environment. You will work Sunday to Wednesday, 8:00pm–6:30am, provide incident identification, documentation, and collaboration with resources to resolve issues, and maintain professionalism across phone, chat, and email

Qualifications

• Customer service experience required; ability to handle calls and emails.
• Comfort with fast-paced, high-pressure environments.
• Willingness to work night shifts including weekends/holidays.
• Proficient typing (50 WPM) with accuracy.
• Basic systems administration and incident escalation skills.

Responsibilities

• Provide quality internal and external customer service aligned with company values.
• Utilize tools to identify and remediate/escalate incidents quickly.
• Perform basic diagnosis and troubleshooting of technical events.
• Train and master entry level system administrative tasks.
• Identify critical issues and engage key resources in a timely manner.
• Gather and document information from multiple sources to determine path of escalation.
• Document all actions using the ticketing system.
• Maintain professionalism in all communications via phone, chat, and email.
• Follow written process documentation consistently.
• Assist in evaluating and improving internal processes and procedures.
• Maintain presentable appearance.
• Participate in Incident Management duties.
• Monitor critical systems to ensure they are running correctly.
• Other duties as assigned.

Skills

Customer service

Multi-tasking

Communication

Time management

Phone support

Professionalism

Teamwork

Self-motivation

Typing 50 WPM

MS Office

Education

High school diploma or equivalent

IT knowledge or related coursework

Tools

MS Office Suite

Windows OS

Ticketing system

Job description

TierPoint, LLC. is seeking an EOC Support Analyst in St. Louis, Missouri.

The role requires basic systems administration skills and strong customer service to handle incoming calls, emails, and alerts, with ticket creation and escalation as needed in a fast-paced 24/7/365 environment. You will work Sunday to Wednesday, 8:00pm–6:30am, provide incident identification, documentation, and collaboration with resources to resolve issues, and maintain professionalism across phone, chat, and email