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Technical Support Analyst - Job - Plymouth, MN

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POST DATE 9/15/2016
END DATE 10/30/2016

Modis Minneapolis, MN

Company
Modis
Job Classification
Full Time
Company Ref #
23182931.21601022
Required Licenses/Certifications
df-aj
Location
Minneapolis, MN
Job Type
Regular
AJE Ref #
576184349

JOB DESCRIPTION

span Modis Staffing Agency is searching for a Technical Support Analyst for a Fortune 20 Healthcare company. This is a 6 month contract-to-hire position located in Plymouth, MN. br B   /B br B Job Description: /B br This is a full time help desk analyst position that will occupy shift as follows: br -New Analyst training (first 8 to 12 weeks) will be Mon-Fri 8am-5pm. br -The post training shift will be discussed during the interview process but flexibility is important as the shift will likely include evenings and/or a weekend day. br   br B Primary Responsibilities: /B br - Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365. br - Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. br -Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers. br - Demonstrate a highly developed sense of integrity and commitment to customer satisfaction. br - Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed. br - Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base. br - Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool. br - Anticipates customer needs and proactively identifies solutions. br -Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time. br - Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems. br - Escalate high priority, high impact issues to the internal support teams. br - Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.). br - Work in a low-wall cubicle environment with moderate noise levels. br   br B Qualifications /B br - Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted br - 1+ year of experience in a call center environment where success was gauged by balancing call handle time and first call resolution br - 1+ years’ of experience in technical support (preferably in a helpdesk) with experience with resetting passwords and verifying permissions br - Experience using an incident or call tracking system br - Willingness to work a schedule described above. br   br B Assets /B br - Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics br - Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions) br - Typing speed of 50 WPM a plus br - Experience working with a knowledge base or knowledge tool br - Experience using and supporting IP phone systems br - Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone br - Experience with supporting Microsoft Office Suite (including Outlook) and handheld