Senior Technical Support Analyst - Remote in Certain States

BASIC FUNCTION

Provide advanced tech support to contracted remote call center PROs, non-PRO contractors, and Working Solutions staff to support and sustain program technology; Enable productivity and contribute to the growth and success of Working Solutions.

PRINCIPAL ACCOUNTABILITIES

• Complete research and/or training necessary to understand WSOL and client technologies and requirements.
• Interact with Contact Center agents (PROs) via chat, phone & ticketing system
• Monitor ticketing systems and provide escalated tech support responses for issues not resolvable with initial troubleshooting or documented end-user instructions.
• Provide direct remote support for standard to advanced technological issues and gain a more direct understanding of a reported issue.
• Provide accurate, professional, and timely responses to supported end-users through all available communication channels
• Ensure agents are utilizing secure and updated desktop environments.
• Work in tandem with other support team members and provide additional assistance during peak times.
• Perform credential management tasks (add / remove / modification / auditing) across multiple systems to maintain system access for users.
• Document and publish findings for technical issues, fixes, risks, mitigation steps to internal team members, Working Solutions ISS and Operational teams, and agent community.
• Consistently document and communicate status of in-progress issues via ticketing system, e-mail responses, chat, and change-of-shift team updates to minimize down-time for end-users.
• Communicate directly with client-level peers where escalation is needed. Drive escalations to resolution through client, Working Solutions ISS Management & Operational channels.

• 2-5 years’ end-user technical support experience and/or related education, and ability to study and understand client technology requirements 

• Proficiency with Microsoft Office software programs including Word, Excel, PowerPoint and Outlook 

• Advanced knowledge of troubleshooting techniques for home internet connectivity, software applications, multiple MS-Windows operating systems 

• Ability to efficiently manage multiple tasks simultaneously with great attention to detail, while meeting deadlines 

• Empathy and patience, and the ability to communicate technical information effectively to remote, non-technical people, both in writing and verbally 

• Strong customer focus, sense of urgency, analytical and problem-solving skills, with the ability to develop creative solutions 

• Ability to use a keyboard and sit at a computer for a large portion of the work period 

• Ability to work variable hours, which may include evenings and weekends 

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home