Center Analyst

Support Center Analyst

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St. Petersburg, FL

Provides first and second level hardware / software support and system administration of various business platforms. Acts as a liaison between internal / external customers and second level support groups. Provides sales training and support across multiple domains and applications. Under minimal supervision and responsible for after‑hours on‑call support.

• Provide first and second level support for software, hardware, and telecommunication issues, including resolution of complex problems in our product mix with advanced troubleshooting skills to determine proper routing, and customer follow‑up on expectations and resolutions.
• Process incoming emails to Support Center according to the email rotation schedule.
• Account management for Active Directory, Salesforce, Exchange 2016, O365, Google, Tap Clicks, AdMall, RDS.
• Provide in‑depth diagnoses of various operating system, device, service, printing, network, and client application issues (e.g., Outlook, Salesforce).
• Proficient in proprietary systems such as VPOffice, MDC, MMA, Salesforce CPQ, Salesforce Cases and Salesforce Payment Process.
• Provide basic training and support to all corporate employees and the franchise network across multiple domains and applications.
• Instruct users on best security practices to protect corporate equipment and data across the network.
• Act as an advocate for customers, ensuring that issues are resolved within the team or by second‑level groups in a satisfactory manner; escalating to leadership when necessary.
• Efficiently prioritize incoming incidents, following prescribed business processes and using systems/tools to provide technically accurate solutions with minimal user interruption.
• Work independently to prioritize and resolve highly technical issues using remote support technologies, employing analytical and problem‑solving skills to research a wide range of hardware and software issues in a fast‑paced environment.
• Escalate incidents as needed, acting as a liaison between customers and second‑level support groups.
• Maintain complete and accurate documentation history on all support calls and issues through a call tracking system.
• Assist other second‑level teams in testing new hardware and software prior to rollouts.
• Actively participate in learning opportunities and apply knowledge to continuously improve the customer experience.
• Act as a subject‑matter expert on systems, providing documentation and training upon request.
• Continuously complete additional training to ensure the ability to support end users on the latest releases.
• Perform related work and additional duties as needed or required.

• Strong critical thinking, multitasking, and problem‑solving skills.
• Excellent verbal and written communication skills with a focus on active listening.
• Self‑motivated and results‑driven with strong leadership qualities.
• Ability to learn and retain information to become a subject‑matter expert on supported systems.
• Ability to convey enthusiasm and a positive attitude in all interactions.

Entry level

Full‑time

Information Technology

Advertising Services