Jr Business Analyst

Job Title –Technical Support Specialist

Location:

Bristol, IN

• Answer incoming customer telephone calls in a courteous and professional manner
• Assist customers/end users with questions on product installation, usage, and implementation
• Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner
• Answer customer inquiries and provide appropriate technical and/or product-related information
• Rely on instructions and pre-established guidelines to perform the functions of the job
• Escalate complex inquiries
• Research and resolve customer complaints
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in helpdesk tracking system
• Organize and maintain a file system; correspondence, and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence, as needed
• Other tasks as assigned

• Associate degree in information technology, computer science, or related field preferred
• 2 years of related technical support experience
• Excellent attendance
• Positive attitude
• Strong and consistent attention to detail
• Self-motivated with the ability to stay on task
• Team oriented
• Capable of comprehensive listening (understanding the message(s) that is being communicated)
• Proven customer service skills
• Experience training users of all levels to be proficient using computer-based applications
• Versatile, flexible, and a willingness to work within constantly changing priorities
• Proficient with a variety of desktop and internet applications
• Experience with cell phones, smart phones, tablets
• Hands-on experience installing/reinstalling operating systems and applications. This includes network, printer, and other driver software
• Must be familiar with common office automation applications (e.g., Microsoft Office, including Outlook, etc.)

• Network structure, security, and function
• Network printer function and the ability to troubleshoot printing problems
• VoIP phone functions and the ability to troubleshoot problems
• Windows operating systems

• Effectively prioritize and execute tasks in a high-pressure environment
• Develop a thorough understanding of company’s IST products and services

• Communication skills, verbal and written
• Interpersonal skills
• Organizational, problem-solving, and analytical skills