Technical Support Analyst
Fully Remote Remote Worker - N/A
Description

      

Position Summary: 

 

The Technical Support Analyst (TSA) will serve as a mid-level   subject matter expert on Personal Support Center (PSC) support environments.  The PSC Technical Support Analyst actively monitors assigned queues including   but not limited to case, email, chat, and phone and serves as an immediate   technical mentor to Customer Service Associates, providing real-time coaching   on escalated issues.


The Technical Support Analyst will actively engage Technical   Service Solutions Specialists and leadership to provide insight into commonly   escalated cases that could be resolved at the Customer Service Associate   level. Collaboration with higher-level team members is a must as well as   assisting with developing technical solutions and processes to streamline   case handling procedures. 


Technical Support Analysts will be granted a higher level of   tools to utilize to assist with problem determination and resolution, including   Bomgar, Active Directory, and administrative access to various user   management websites. TSAs are also required to actively participate in knowledge   base development and partnership ownership. 


Shift Time: Saturday through Wednesday, 3pm – 12am (non-negotiable) 

Training period (External): Sunday through Thursday, 8am – 5pm 

 

Primary Responsibilities, Essential Functions and Requirements:

 

Communication &  Professionalism:


The   Technical Support Analyst serves as a liaison between PSC Teams and technical   support representatives on various departments engaged by the PSC. The TSA engages   teams outside of the PSC to develop a collaborative relationship for creating   support materials.


  • Be accountable for   seeing tasks to completion by documenting all details and troubleshooting   steps taken for each support request, to eliminate repetitive steps. 
  • Engage Technical   Service Solutions Specialists or PSC Leadership for approval of case   escalation outside of the PSC to expedite case resolution. 
  • Ensure professional   and respectful communication is maintained in all interactions including face-to-face,   over the phone, via email, and via chat correspondences.
  • Serve as the   secondary contact for reporting PSC-identified outages and engage all   respective teams requiring notification of the outage.


Teamwork & Collaboration: 


Teamwork   and collaboration with PSC Staff and outside departments are critical   elements to success within the PSC. The Technical Support Analyst is a focal   point for all inbound activities. It is critical to convey and maintain a   collaborative environment to ensure support requests are resolved properly   and positively. It’s of utmost importance that PSC staff members maintain a   reassuring and positive atmosphere for the caller.


  • Serve as subject matter expert on case escalations and research inquiries.
  • Work with CSA and Technical Service Solutions Specialists to triage technical   support issues and engage external teams to formulate workable resolutions to reported problems.
  • Meet and exceed customer service and service level agreements.
  • Participate  in mentoring Customer Service Associates including providing 1-1 training,   shadowing, answering questions, and being available within the communication platform   to directly assist. 
  • Participate  in back-office department shadowing sessions on a needed basis.
  • Act  as a member of leadership when leadership is unavailable. 


Commitment to Learning:

  • The PSC is a place in which systems and support models rapidly change. Support   topics can vary on a day-to-day basis but can include PC & MAC troubleshooting (Hardware, Software, Network Connectivity, etc.), assisting   with navigation and proper function of a Learning Management System (Online   School Environment), as well as other current and future topics that will be introduced consistently. Quickly learning these environments and managing the   day-to-day variance is critical.
  • Develop and deliver training materials applicable to CSAs and TSAs. 
  • Actively develop, train, and utilize Wiki articles and   job aids for specific applications.
  • Participate in PSC training courses and online training   resources. 
  • Develop an advanced knowledge of PSC technical support tools.
  • Adhere to the appropriate information security policies   based on the sensitivity of company data and report any security-related   issues. 

 

Requirements

 

Experience and Qualifications:


  • Demonstrated   understanding of customer service principles.
  • Demonstrated expert   Knowledge of a customer Environment.
  • Successful   completion of PSC & Professional Training Modules or equivalent industry   experience.
  • Maintain a high-performance   score on customer service or equivalent industry experience.
  • Availability to work   a flexible schedule including nights, weekends, holidays, and on-call   rotation.
  • Intermediate   knowledge of the higher education industry.
  • Ability to work within tight time constraints and   maintain call quality, provide excellent customer service, and provide   detailed, accurate, and quality documentation.
  • Associate’s degree   or equivalent experience.
  • At least 3 years of customer service and technical   background within a call center environment.
Salary Description
$40,000.00 - $42,000.00 annual salary