Response Support Analyst

Description & Requirements As a Response and Support Analyst I, you will provide enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT-related concerns across multiple businesses and levels of users. Functions include but are not limited to troubleshooting hardware and software-related concerns, phone support, access requests, and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating with and following up with impacted users.

Our response team aims to resolve 80% of user incidents before escalating the situation to a greater level. This role will also have a shared responsibility for extended support, which may include on-call evening, weekend, and holiday shifts. How you will contribute:
* Act as the initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
* Adhere to written procedures, checklists, and all quality control associated with project deployments
* Direct requests and unresolved issues to the manager
* Deliver excellent customer service by phone, email, instant messaging, and video conference
* Record details of actions taken in inquiries, comments, and complaints
* Promote the use of self-help catalogs and references Known error database or knowledge base before escalating
* Follow up on end-user interactions
* Investigate end-user problems and attempt to identify their source
* Duties include answering the Forvis Mazars support line, recording the call, taking first-level corrective action, and escalating problems to resolution when necessary
* Utilize all available technology to attempt first-call resolution
* Be responsible for keeping the end user informed of the status of their ticket and setting realistic expectations
* Ensure all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at < 5%.
* Effectively manage backlog to assist in meeting departmental goals
* Escalate tickets to a higher level of support when unable to resolve them within a 30-minute period We are looking for people who have Forward Vision and:
* Ability to retain and protect confidential material
* Excellent customer service skills
* Excellent written and verbal communication skills
* Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives

Minimum Qualifications:

* Flexibility to work non-standard business hours (e.g., not 8 a.m.

-5 p.m.) to provide support to end users. To include an on-call rotation for nights, weekends, holidays, and business shift changes
* Must be currently enrolled in a technical or computer science-related program or possess relevant support center work experience
* 1 year or more of customer service in a technical environment or equivalent training
* Technical knowledge of PCs, laptops, printers, and peripheral hardware devices
* Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software
* Ability to diagnose and resolve onsite and remote PC-related computing problems #LI-CLTSP, #LI-CLTU, #LI-GVNC, #LI-HP, #LI-WS #LI-LK1