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Customer Support Analyst

Milwaukee, WI

Posted: 07/03/2024 Employment Type: Temp Industry: Customer Service / Account Management Pay Rate: $20-24

Job Description

Client Support Analyst 
 
 
 
Position Summary:  
 
In the Client Support Analyst position, you’ll provide outrageous customer service through end-user support of client technology. This role will provide hardware and software support escalating to internal teams when necessary.
 
Competencies & Skills Needed:
  • Ensures Customer Focus - Responds promptly to customer requests and delivers an exceptional experience.
  • Ability to navigate multiple incoming requests, identifies the highest priority and adjusts workload as needed to meet customer needs.
  • Communicates Effectively - Sets clear expectations and timely follow-up with customers through tickets, email, chat and phone conversations. 
  • Solves Problems - Critically approaches problems, researching and leveraging new and unique approaches when standard solutions don’t work.   
  • Demonstrates Composure - Remains calm under stress while working in a high volume environment.
  • Collaborates well with team members to solve customer problems and is viewed by customers as friendly and helpful.
  • Follows well defined procedures to fix or diagnose recurring technology issues.
 
What You’ll Do and Impact: 
  • Fulfill customer requests and troubleshoot incidents.
  • Use the ticketing tool to manage and prioritize incoming customer requests. Maintain a focus on resolving high severity issues in a timely manner.
  • Complete workstation imaging and setup; advanced hardware troubleshooting and repair; phone and network printer troubleshooting and support.
  • Own and execute software installation and configuration. Troubleshoot problems as they surface through research.
  • Escalate incidents beyond tier I to internal Technology teams and communicate with internal customers on ticket status.
  • Create and update documentation for client incidents, setups, and administration.
  • Collaborate with team members to review all documentation provided by internal teams and approve prior to accepting into the documentation repository.
  • Assist with and sometimes lead small client related projects.
  • Identify and contribute to process improvements and automation.
 
Experience:
  • 1-3 years (5+ years preferred) of previous IT Support or Desktop experience
 
Additional Items of Interest:
  • Associate’s or Bachelor’s degree in MIS or other technology related major
  • Working knowledge with Microsoft M365 Suite of products

Meet Your Recruiter

Allison Crewz
Senior Recruiting Consultant

I made the leap from retail management to recruiting and never looked back. I specialize in direct hire positions and I would love to support you throughout your entire process in finding your new career. At Hatch, we are boutique firm which allows us to give you the focus you deserve. As a mom of two, who loves the outdoors and cooking, I understand how important balance is and I want to help you achieve that too. Even if you do not see a role that fits what you are looking for, send me a message, you never know when the right role will come along. 

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About Milwaukee, WI

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