Response Center Analyst 1

The Response Center Analyst 1 provides exceptional client service and is a hybrid service/support analyst role with customer facing front line support encompassing three (3) core business areas; NOC operations, carrier management and proactive monitoring, call center support for VoIP systems and services, and help desk support for internal and external clients.

Position focus on flexibility, availability, adaptability, with a superior level of focus on customer service, and awareness of SLAs with the expectation to exceed customer expectations in all areas of responsibility.

Essential Functions:

• Proactive alarm management for various customers covering network devices such as servers, firewalls, routers, call center ACDs.
• Ensure service level agreements are maintained and exceeded.
• Manage multiple monitoring, ticketing, and CRM tools to ensure proper workflow of support requests.
• Call acceptance of customers requesting multiple levels of support for a wide range of products.
• Prioritization, classification and escalation of incidents according to standard operating procedures.
• Provide first level help desk support for both external and internal customers, encompassing: Desktop/Laptops, Software (mainstream and proprietary) Mobile Devices, Networking Devices, Printers, and Servers; with a focus on first call resolution.
• Interact with team members, management, various internal departments, business partners, and third party organizations to maintain workflows, escalate, and ultimately resolve customer service requests.
• Provide first level customer service via phone and auto-ticket generation for support involving different product lines.
• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
• Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
• Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services supported.
• Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• Foster and contribute toward collaborative working relationships within GSI operations and across all levels and departments of the organization to execute service desk functions and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.
• This position has no direct reports.
  

Education Requirements:

• High School diploma required; Associates Degree in Information Technology or related, preferred.

Experience Requirements:

• 1+ years of technical support experience in a call center environment supporting telephony systems, including Avaya, Cisco, ShoreTel, or Mitel.
• Experience with networking alarm monitoring/management.

Other Qualifications, Skills & Certifications:

• Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
• Unified Communications experience is a plus.

Competencies:

• Excellent problem solving skills with demonstrated success in root cause analysis.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Demonstrated ability to continuously expand and leverage knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Strong organizational and time management skills to set priorities and handle multiple tasks efficiently to meet client needs.
• Service awareness of all organization’s key product and service offerings for which support is being provided.
  

Black Box is an Equal Opportunity Employer. In accordance with Federal, State and Local laws, Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

What’s in it for You at Black Box Network Services?

Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and approximately 4,000 team members.

Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like a 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!

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