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Customer Support Analyst

Position Summary

The Customer Support Analyst will provide level 1 or 2 technical support (commensurate to experience) within Flexity’s Managed Service Operation. The candidate will be required to accurately log and prioritize incidents according to our standard service level objectives. Provide one-on-one, end-user support via telephone and email updating incident records accurately. They will have opportunity to work with senior industry trained CCIEs, CCVPs, JNCIPs, MCSEs and will report directly to the Network Operation and TAC Manager. In addition, the position will require the following:

 

Essential Duties and Responsibilities

  • Monitoring customers’ requests for incident creation and updates
  • Provide customer follow ups on existing incidents and events
  • Working with HP Service Manager to log and open trouble tickets
  • Ability to analyze symptoms and figure out underlying problem
  • Ability to recognize when user’s problem need to be escalated to senior staff
    • Ability to prioritize, assign and monitor the life cycle of the incident
    • Ability to troubleshoot and resolve basic network and voice communications issues
    • Raise RMAs and follow up with external customers and vendors on the delivery and return of replacement parts
    • Ability to analyze the root cause for any SLA missed
    • Provide 1st level support to resolve server access problems, end-user hardware, operating systems and software related issues
    • Execute various diagnostics and repair applications on users PC (such as virus and spyware removal, computer optimization, registry repair, device driver issues, Web related issues, wireless connectivity, etc.)
    • Due to the nature of a 24×7 operation, shift work might be required

 

 

Education and Experience

  • Must have high school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience
  • Must have experience in a Service Desk support capacity
  • Must have excellent written, oral, and telephone communication skills
  • Must be able to communicate in user-friendly language with a strong customer service mindset
  • Must have exceptional multi-tasking abilities and prioritization skills
  • Must be a team player, able to work under pressure
  • Must have knowledge of information and computer technology
    • Must have working knowledge of customer ticketing systems
    • Knowledge of Cisco networking switching and routers would be an asset
    • Knowledge and understanding of ITIL framework
    • Operating systems may include, (e.g. Windows, MS Office, Visio, CUPC, Share Point, HP Service Manager, CRM tool, etc.)
    • Background in computer support and networking knowledge (ideally have or pursuing A+ certification, Cisco CCNA or Microsoft MCP
      • Able to quickly analyze issues and determine best course of action using available resources
      • Able to set realistic expectations and timelines with the customer

 

Key Competencies

  •  Oral and written communication skills
  • Learning skills
  • Customer service orientation
  • Problem analysis
  • Problem-solving
  • Adaptability
  • Planning and organizing
  • Attention to detail
  • Stress tolerance

 

If you are interested in applying, please send a copy of your résumé to careers@flexity.com.