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Working Solutions · 7 hours ago

Agent Technology Support Analyst - Remote from Certain States

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Working Solutions is a company focused on providing advanced tech support to remote call center agents and staff. The Agent Technology Support Analyst role involves offering tech support, monitoring ticketing systems, and ensuring agents have secure and updated desktop environments.

ConsultingCoworkingProfessional ServicesService Industry

Work & Life Balance

No H1B

Hiring Manager

Kahla Dupuis

Responsibilities

Complete research and/or training necessary to understand WSOL and client technologies and requirements

Monitor ticketing systems and provide escalated tech support responses for issues not resolvable with initial troubleshooting or documented end-user instructions

Provide direct remote support for standard to advanced technological issues and gain a more direct understanding of a reported issue

Provide accurate, professional, and timely responses to supported end-users through all available communication channels

Ensure agents are utilizing secure and updated desktop environments

Work in tandem with other support team members and provide additional assistance during peak times

Perform credential management tasks (add / remove / modification / auditing) across multiple systems to maintain system access for users

Document and publish findings for technical issues, fixes, risks, mitigation steps to internal team members, Working Solutions ISS and Operational teams, and agent community

Consistently document and communicate status of in-progress issues via ticketing system, e-mail responses, and change-of-shift team updates to minimize down-time for end-users

Communicate directly with client-level peers where escalation is needed; Drive escalations to resolution through client, Working Solutions ISS Management & Operational channels

Qualification

End-user technical supportTroubleshooting techniquesMicrosoft Office proficiencyAnalytical skillsEmpathyPatienceCommunication skillsCustomer focusAttention to detail

Required

2-5 years' end-user technical support experience and/or related education, and ability to study and understand project technology requirements

Proficiency with Microsoft Office software programs including Word, Excel, PowerPoint and Outlook

Advanced knowledge of troubleshooting techniques for home internet connectivity, software applications, multiple MS-Windows operating systems

Ability to efficiently manage multiple tasks simultaneously with great attention to detail, while meeting deadlines

Empathy and patience, and the ability to communicate technical information effectively to remote, non-technical people, both in writing and verbally

Strong customer focus, sense of urgency, analytical and problem-solving skills, with the ability to develop creative solutions independent of existing documented solutions

Ability to use a keyboard and sit at a computer for a large portion of the work period

Ability to work some evening and weekend hours