Expert Desk Analyst

Job Title: Expert Desk Analyst
Job Type: Contract
Duration: 6 Months
Location: 100% Remote

This group will provide 7 days of support each week (5am-9pm PT)
(Phone, chat and Slack)

Job Overview:
The Expert Desk Analyst will provide technical support to internal employees who service our customers.
The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment.
There is also a range of administration duties within this role.
Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community.

Responsibilities:

• Responsibilities In-depth technical troubleshooting of software, and connectivity issues for remote employees Assist customers in gaining access to various systems.
• Monitor for incoming issues, determine root cause and either fix or escalate Log all contacts into Incident Management System (ServiceNow)
• Partner with appropriate teams to resolve or properly close aging tickets
• Communicate contact trends and challenges in team meetings
• Take on small projects from start to finish focused on streamlining ATLAS processes
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Asynchronously communicate effectively with customers in a manner that reduces downtime
• Escalate systemic outages to Incident Management Team and advocate for resolution
• Collaborate with peers while solving customer problems in a fast-paced environment.

Qualifications:
Desired Experience:

• Help Desk, contact center, end-user tech support, “Geek Squad,” “Genius Bar,” etc.
• Providing application support through asynchronous communication.
• Partner and communicate with developers/engineers to solve application issues.
• Customer facing break/fix for call center environments and remote workers.
• Knowledge Centered Support (KCS); documentation and process.
• Familiarity in supporting end-user issues with the following technologies but not limited to: Client, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, video conferencing, remote desktop, etc.

• Soft Skills - able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
• Problem Solver - Ability to deduce obscure problems within complicated distributed systems
• Diligence/Alertness - able to maintain focus on new, incoming issues while continuing to work on existing tasks
• Self-motivation - displays a willingness to take on tasks without being asked
• Adaptability - comfortable in a constantly changing environment
• Proficiency - Comfortable supporting a wide range of end-user issues Collaboration - Willingness to engage other support teams, seek help, ask questions
• Customer Obsession/Empathy - Passionate about providing excellent customer service and follow-thru to completion. Falls in love with the customer problem and puts themselves in the customer’s situation.
• Communication - Translate technical jargon into a communication that is digestible by end users