Technical Customer Support Analyst

denver, Colorado

A health services company is seeking a Technical Customer Support Analyst to join their team in Denver, CO.

 Responsibilities

  • Meet and greet customer/employees to answer questions and resolve problems
  • Triage customer problems and determine if further technical assistance is needed
  • Maintain documentation for incoming issues including steps and actions taken to resolve customer issues; Either immediately resolve issue or assign technician to assist customer
  • Provide excellent customer support for all technology products and services
  • Resolve issues within a specified timeframe per company’s defined processes
  • Refer unresolved issues and escalate problems to appropriate technical support groups identified in the Customer Support Process, ensure resolution is achieved
  • Identify opportunities for process improvement and problem elimination
  • Continually focus on learning new technologies to support rapidly changing and expanding environment
  • Present a positive, customer-focused image
  • Provide high level summaries to supervisor when required during an incident situation and or project updates

Qualifications

  • Must have at least an Associate's degree in Computer Science or a related discipline
  • 3+ years of experience in the IT field with either an in depth knowledge of technology or a broad knowledge of multiple technologies and platforms
  • Knowledge of IT operations, responsibilities, work flow processes and procedures to resolve most inquiries independently
  • Strong analytical and communication skills, sound judgment, and the ability to work effectively with client and other IT staff
  • Understands customer's issues and demonstrates real concern
  • Able to define problems quickly and follows up on all open tickets/issues within specified timeframe
  • Demonstrates creativity in generating solutions; Proactively translates technology into a business solution which addresses a problem not expressed by the customer and enhances the business result
  • Able to multi-task and handle all LOB skills
  • Able to work with minimal supervision

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