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Sprezzatura · 8 hours ago

CSL Technical Analyst

United States

Full-time

Remote

Entry Level

1+ years exp

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business specializing in secure, scalable, and human-centered digital solutions. They are seeking a reliable and detail-oriented CSL Technical Analyst to join their support team, responsible for handling incoming calls, assisting with case management, and ensuring accurate documentation of customer interactions.

ConsultingInformation ServicesManagement ConsultingProject Management

Responsibilities

Remain available and responsive to incoming calls throughout the shift

Assist callers by gathering necessary information, submitting cases, and providing status updates

Accurately capture call details using the established SharePoint Spreadsheet form

Provide updates on existing tickets or coordinate follow-up from case workers

Create trouble tickets in Salesforce on behalf of callers after collecting relevant issue details

Escalate urgent or high-priority issues to the appropriate internal teams

Redirect callers to more appropriate resources when necessary

Qualification

SalesforceSharePointMicrosoft OfficeCustomer serviceHelp desk experienceMultitaskingTicketing systemsEscalation protocolsCommunicationOrganizational skillsCalm under pressure