Service Operations Technician - Tier I - Bozeman Job Bozeman area,Montana USA,IT/Tech

Overview

The Service Operations Technician position acts as the first responder to internal and external client inquiries about products and services and provides technical assistance to computer system users while handling and resolving issues, also facilitating issue resolution and tracking, while keeping the client informed of progress. The Service Operations Technician position is fast paced and requires regular management of changing priorities.

Tier 1 provides the first line of defense for support questions and issues including:

Timely communication to all client inquiries.
Initial research and prioritization of new requests.
Keeps users informed about the status of their incident/inquiry.
24/7/365 Support – answering phone, opening tickets, monitoring systems.
Provide excellent customer service.
Immediate response and resolution to documented processes and procedures.

The Service Operations team is part of the Production Operations group and is responsible for the 24x7x365 monitoring and response to alerts of Zoot’s systems and processing environments. Theங்களை".

Essential Job Functions

Communicate with internal and external clients, providing information about products and services, answering inquiries and investigating any issues regarding hardware or software, provide initial troubleshooting and guidance, while completely and accurately documenting all interactions.

Follow-up to ensure that appropriate actions were taken to resolve clients' problems 克in a timely fashion.

Provide excellent customer service 24x7x365 through proactive communication, driving resolution of outstanding issues, and monitoring of the production environment.

Respond immediately and accurately to system alerts, triaging to determine a severity level, and escalating any potential issues. Assist in production issues by researching issues, notifying impacted clients, and escalating as appropriate.

Contact appropriate vendors for Root Cause Analysis (RCA).

Ability and discipline to recognize and follow documented procedures to address an issue. Utilize and maintain documentation, and identify documentation gaps that need to be addressed.

Research common errors and assist in developing solutions with an eye toward continuous improvement and automation.

Maintain internal and external client contact lists.

Perform code release functions, while gaining a deeper understanding of platform functionality and the software development lifecycle.

Pursuit and accumulation of Zoot system knowledge and industry standard technology.

Know and comply with Zoot’s Policies and Procedures, Code of Business Conduct, and Employee Agreement.

Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external customers.

Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.

Core Competencies Required

Job Specific:

Analytical Skills - Uses a logical reasoning process to break down and work through situations or problems; able to identify and define problems, collect and analyze Congreso information, problem solve, and make decisions; extract key information from data and develop workable solutions for the problems identified.
Communication (Oral/Verbal) - Demonstrates the ability to convey thoughts and express ideas effectively using speech in individual or group situations; conveys and presents information appropriately for the needs of various audience groups.
Communication (Written) - Communicates clearly and effectively in writing as appropriate for the needs of various audience groups; able to get messages across that have the desired effect.
Compassion and Empathy - Genuinely cares about people; shows concern for work and non-work қари problems; willing to help; demonstrates genuine understanding of the positive and negative situations of others.
Composure – Able to maintain a rational and objective demeanor when faced with stressful or emotional situations; handles pressure and/or…


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