Job Summary

3rd shift Technical Support Analyst

  • Location:
    Minneapolis , Minnesota
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temporary
  • Job reference:
    US_EN_6_40268_58878507

Title: Technical Support Analyst
Location: Plymouth, MN
Duration: 1 year contract (possibility of extention or converting to FTE)
Hours: Monday - Friday (6pm to 3am)
 
Want to be considered for this exciting opportunity?
Please email your resume to samantha.gambino @ Modis.com
 
 
 
Primary Responsibilities
• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
• Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Troubleshoot corporate applications
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively identifies solutions.
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
 
Qualifications
• Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted
• 1+ year experience in a call center environment or equivalent
• 1+ year of experience in technical support (preferably in a help desk) with experience with resetting passwords and verifying permissions
• Experience using an incident or call tracking system
 
 
 
 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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