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The Tech Support Analyst will be working with a high volume of customer support cases that require extreme attention to detail and very careful processing. You will be working directly with customers to assess and understand their need and to direct them to the proper solution.
' Address customer support requests to enable restricted permissions or to increase hidden limits.
' Work with customers to understand their needs and expectations and direct them to the proper solution.
' Handle a high volume of customer support requests that require careful scrutiny and a delicate touch.
' Manage customer expectations and experience in a way that results in high customer satisfaction. ' Research, document, escalate cases according to procedure
' Participate in job related training initiatives including mentoring and delivering trainings.
' Review support cases for technical and troubleshooting accuracy.
' BA/BS Degree within 12 months of graduation
' 1-2 years of prior internship or work experience in Customer Support
Demonstrated analysis, problem solving and skills troubleshooting expertise
' Extreme attention to detail, you will be dealing with case that require focus and good judgment
' Ability to effectively prioritize and escalate customer issues as required
' Excellent written and verbal communication skills
' Comfortable interacting with all levels of management
' Ability to multitask and perform effectively under pressure
' Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
' Understanding or experience with internet security concepts
' Understanding and experience reading/writing HTML
' A team player that is influential and builds good working relationships across all functions.
' Proven ability to manage complex processes and drive continuous process improvement.
' Highly motivated, with a strong sense of achievement and the willingness contribute supportively to a dynamic team environment.
Please See the URL for More Details. EOE