Forvis Mazars US ยท 1 day ago
Response - Support Analyst I
United States
Full-time
Remote
Entry Level
1+ years expForvis Mazars is a firm that provides innovative technology solutions through its Firm Technology Services team. They are seeking a Support Analyst I to provide enterprise-level assistance to end users, focusing on troubleshooting hardware and software issues while ensuring high-quality customer service.
AccountingConsultingFinancial Services
Responsibilities
Maintain a courteous and professional manner when interacting with personnel
Achieve and maintain high quality in work, client relations and team relations
Meet performance metrics and standards
Acts as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
Adheres to written procedures, checklists and all quality control associated with project deployments
Ability to retain and protect confidential material
Direct requests and unresolved issues to their manager
Deliver excellent customer service by phone, email, instant messaging, and video conference
Record details of actions taken inquiries, comments, and complaints Promotes the use of self-help catalog and references Known Error DB or Knowledge Base
Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
Follow up on end-user interactions
Investigate end-user problems and attempts to identify their source
Duties include answering the support line, recording the call, first level corrective action, and escalation
Utilize all available technology to attempt first call resolution
Responsible for keeping the end user informed of status of their ticket and to set realistic expectations
Ensuring all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at - Effectively manage backlog to assist in meeting departmental goals
Escalate tickets to higher level of support when unable to resolve within a 30-minute period
Qualification
Required
High school diploma or equivalent
Preferred
Associate's Degree
1+ years of customer service in technical environment or equivalent training
Company
Forvis Mazars US
Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network.
5001-10000 employees
H1B Sponsorship
Forvis Mazars US has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (11)
2023 (15)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
T
Tom Watson
Chief Executive Officer
G
Gregory Shoemaker
Chief Technology Officer
Company data provided by crunchbase