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Technical Analyst in Woodstock, IL at SNI Technology

Date Posted: 6/26/2018

Job Snapshot

Job Description


Our client located in the Crystal Lake area has an immediate opening for a full-time Technical Support Analyst to provide technical support to customers, answering questions on function and usage for client's proprietary application information system.

Specific Responsibilities:

  • Resolves complex customer questions and issues across multiple channels in the areas of system configuration/setup, product functionality and general usage.
  • Handles technical escalations from other support areas. Manages open tickets/escalations
  • Follows up with customers as appropriate on open issues
  • Escalates issues as necessary to other support areas, particularly Tier 3
  • Maintains a strong, positive relationships between the company and customers during each interaction, and supports company interests and goals.
  • Documents resolution processes for escalated issues and serves as a resource for other support areas. Provides technical training to associates as needed/appropriate. Identifies and pursues opportunities for mentoring and knowledge sharing.


Requirements

  • Associate's degree (or equivalent)
  • Four or more years of technical support experience, call center preferred
  • Strong interpersonal communication skills
  • General understanding of firewall and network configuration
  • Knowledge of XML
  • Intermediate to strong knowledge of SQL: configuration and troubleshooting
  • Working well independently or in a team environment
  • Proficient with entire Microsoft Office suite