Description:
JOB DETAILS:
Associate Technical Analyst
Basic Purpose
The Associate Technical Analyst is an entry level position within the Personal Service Team which they are a member and is responsible for fielding the incoming requests for support pertaining to the operation of the Autobase software from our customers as well as from other Autobase employees.
Essential Duties and Responsibilities
icket Resolution (40%)
- Offers solutions to customer regarding Autobase software related issues within goals set by annual departmental objectives
- In-depth troubleshooting of the Autobase software in multiple environments
- Follows issues through from initial incoming call/email to completion
- Some issues will require escalation to Technical Analyst/Senior Technical Analyst, Subject Matter Expert, Services team, Management and/or Product Development
Documentation (20%)
- Clearly identify and document all customer's issues as well as Defects, Process Issues, and Requests for Enhancement
- Maintain high level of documentation relating to tickets, status updates and resolutions in Remedy system.
Training (40%)
- High level of learning Autobase's software through both online and classroom courses
- High level of learning internal software applications
- Keep up to date on Software/Hardware changes and upgrades as well as changes in departmental processes
Essential Education, Skills, and Environment
Education and Work Experience
Associates Degree, College Education preferred in IT or related field
Vendor specific certifications are a plus (MCP/MCDST)
Specialized Knowledge and Skills
This position requires a technically aggressive individual who has had at least 6 months of experience in a customer service related position, preferably in a call center environment. One year of networking experience/desktop support and/or one year experience in the field as a trainer or installer is a plus.
This person must maintain a good phone presence with an excelled ability to handle difficult customers in a professional manner. They should maintain good typing skills and knowledge of many different Windows Operating Systems, SQL Server, and general network/desktop configurations.
Knowledge of the automotive industry is a plus.
Work Environment
General office environment with a schedule determined from Personal Service Team support hours. High levels of stress may occur. This individual must work very well in a team environment and maintain the ability to work well under quality and time pressures. The person must have the ability to work with computers for extended periods of time.
Typical Applications, Equipment and Projects
Typical Applications and Equipment
Including but not limited to general network equipment such as routers, desktops, printers, scanners, and servers (i.e. Windows Server 2000 and Professional, Windows Server 2003, Windows XP Professional), SQL Server including MSDE, SQL 2005 Express, and SQL 2005 Full.
Typical Projects
- In-depth troubleshooting to determine root cause of a customers existing issues related to email, scanners, printers, etc.
- Provide detailed notes regarding all customer's issues as well as Requests for Enhancements, Defects, and Process Issues.
Reporting Structure
This position will report to the Technical Manager in the specific Personal Service Team
Location
This position will be based out of office.
Medical, Dental, Vision, 401K, vacation
Related Categories:
Customer Service Manager | Customer Service Representative | General Customer Service | Reservation AgentsRemember to mention you found this job on EmploymentGuide.com.
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