Technical Customer Support Analyst

denver, Colorado

A health services organization is seeking a Technical Customer Support Analyst to join their team in Denver, CO.

Responsibilities

  • Triage customer problems and determine if further technical assistance is needed
  • Maintain documentation on incoming issues via registration tool including steps and actions taken to resolve customer issues
  • Provide excellent customer support for all technology products and services
  • Resolve issues within a specified timeframe per firm’s defined processes; Refer unresolved issues and escalate problems to appropriate technical support groups identified in the Customer Support Process, and ensure resolution is achieved
  • Identify opportunities for process improvement and problem elimination
  • Focus on learning new technologies to support rapidly changing and expanding environment
  • Provide high level summaries to supervisor when required during an incident situation and or project updates

Qualifications

  • An Associate’s degree in Computer Science or a related discipline
  • 3+ years of experience in the IT field with either an in-depth knowledge of technology or a broad knowledge of multiple technologies and platforms
  • Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries independently
  • Strong analytical and communication skills, sound judgment, and the ability to work effectively with client and other IT staff
  • Understand customer issues and demonstrate real concern; Customer centricity
  • Able to proactively translate technology into a business solution which addresses a problem not expressed by the customer and enhances the business result
  • Able to multi-task and handle all LOB skills
  • Able to work with minimal supervision

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