Customer Support Analyst
Gravity IT Resources
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Job Title: Customer Support Analyst
Location: Pompano Beach, FL
Job Type: Contract
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly
Position Overview
The Customer Support Analyst is Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.
Duties and Responsibilities
- Tier 1 and 2 software and hardware support
- Provides technical advice, guidance and informal training to customers using hardware and software programs
- Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
- Recommends procedures and controls for problem prevention
- Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
- Works in a team setting, sharing information and assisting others with calls
Required Experience and Skills
- A minimum of 1 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
- Strong written and verbal communication skills
- Strong customer service orientation