How will this role impact First Command?

The Support Center Analyst provides the first level (Tier 1) of customer service to internal corporate users reaching out to the BIS Technical Support Center in an inboud call center environment. The Support Center Analyst’s main responsiblility is to gather information regarding end users request/issue, troubleshoot to provide first touch resolution, or escalate as needed. Problem resolution may involve the use of diagnostic and case management tracking tools. The Support Center Analyst reports directly to the Manager of the Technical Support Center.

What will the employee do in this role?

• Provide first-rate customer service to users requesting support center services
• Utilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to – User access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.
• Occasionally provide Clients with how-to recommendations regarding the use of their hardware and software platforms.
• Ensure timely incident follow-up with all Clients.
• Resolve and close all tickets with Client's confirmation.
• Properly manage and document all work performed as part of ticket queue management.
• Be able to work independently and as well as in a team environment.
• Manage interactions with callers and co-workers in a professional and supportive manner.
• Quickly assess whether a particular issue indicates that the Client needs further end-user training and ensure the issue is transferred to the appropriate team to address.
• Be able to develop and execute short-term actions to resolve complex Client issues.
• Provide emergency On Call support during non-business hours as assigned.
• System and process monitoring overnight for Home Office and Banking systems including resolution of alerts and a number of completed automated tasks as assigned.
• Provide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.
• Maintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customer to minimize impacts and costs.

Skills & Qualifications

Education

• The Support Center Analyst job requires advanced knowledge in the computer field customarily obtained by a prolonged course or courses of study.
• Bachelor's Degree or equivalent experience to include three or more years experience in IT call centers, IT systems, network operations, or software support.
• Will consider a recent college graduate with a computer related degree.

Work Experience

• Three or more years industry experience or technical training with Microsoft products or equivalent computer support services

Certifications

• Professional computer related certifications are not required but are considered a plus.
• Computer Related Certifications can be used to qualify as experience.

Required Knowledge, Skills, and Abilities

• Must be client service oriented.
• Advanced computer software and hardware knowledge
• Advanced Computer Troubleshooting skills
• Advanced Internet, Windows knowledge
• Able to maintain a professional telephone presence
• Excellent oral and written communication skills
• Ability to balance multiple and shifting priorities.
• Display dependable, punctual and professional demeanor.

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