Job Summary

Demo Technology Support Analyst

  • Location:
    Santa Clara, California
  • Job reference:
    US_EN_3_105435_325121
  • Category:
    Systems Analyst
  • Contract Type:
    Contract/Temporary

Modis Engineering is currently recruiting for a Demo Technology Support Lead in job in Cupertino, CA. This is a full-time contractor position.
In this role you will manage the support ticket program for demo technology in Clients channel points of sale. This will include analyzing ticket volume, response time, and resolution effectiveness in a multi-tiered support environment. The candidate should have a passion for client product and must be comfortable working alone as well as in a fast-paced dynamic team environment. Being extremely detail oriented and proactive is a must for this position.

Responsibilities:

Manage the support ticket program for client demo technology in 250K channel points of sale worldwide.
Analyze and report ticket volume, response time, trending issues, and resolution effectiveness in a multi-tiered support environment.
Drive multiple support teams to close tickets in accordance with established SLAs and quality metrics.
Provide Tier 3 escalation support for systems, tools, and technical processes that support all client product lines.
Ensure ticket categories are addressed within the appropriate support tier, and work towards maximizing effectiveness of Tier 1 call center.
Provide weekly reporting, and analysis of ticket volume and trending issues.
Distribute and assign issues to team members as needed.
Write technical troubleshooting guidelines and provide training to tier 1 and tier 2 call centers to equip them with the information needed to the resolve store issues.

Position Requirements:


Minimum 3 years professional technical troubleshooting expertise or proven technical ability.
Minimum 2 years leadership experience in a project management or technical analyst role.
Passion for customer service and ownership of the customer experience including comprehensive issue resolution.
Able to self-manage and work independently in a fast-paced, constantly changing environment
Effective time management including ability to multi-task, organize and prioritize.
Able to research and grasp technical information across multiple tools.
Unusual levels of focus and attention to detail are a must.
Strong written communication, problem solving, and analysis skills.
Positive attitude and strong interest in learning new systems and skills.
Proficient in Excel/Numbers and Keynote applications.


If you are interested in this Demo Technology Support Analyst, CA then please click APPLY NOW. For other opportunities available at Modis Engineering, go to www.modis.com. If you have questions about the position, please contact Sundi Martin at 408-328-0770 or sundi.martin@modis.com.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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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.

Equal employment opportunity information:
EEO is the Law (poster) | EEO is the Law (poster supplement) | Reaffirmation of Affirmative Action Policy Statement