Call Center/Customer Support Analyst - ATC : Job Details

Position: Call Center/Customer Support Analyst

Location: Harrisburg, PA

Work Setup: Hybrid - 5 days in office and 5 days work from home (alternative)

Hourly Pay: $19/hour on a 1099 basis

Shift: 8AM - 4:30AM or 8:30AM to 5PM

Openings: 5

Training: They may come into the office while they are in training though and once they get up to speed, then will be put in the telework mix.

Job Description:

The Help Desk Analyst / Call Center Analyst is responsible for taking calls and assisting users with computer-related issues such as logins, password resets, and navigating applications. They analyze and troubleshoot business application support problems, using their knowledge of computer software, hardware, and application services to resolve user issues. When necessary, they escalate tickets to Tier Two support. This role does not involve wiring, hardware setup, or remote access activities.

Roles and Responsibilities:

• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.

• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.

• Escalates issues in accordance with defined procedures.

• Assists users through problem solving steps.

• Uses technical databases to research problems, and talks with co-workers to research problem and find solution.

• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.

• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.

• Communicates accurate and useful status updates.

• Manages and reports time spent on all work activities.

• Follows quality standards.

• Able to work in a team environment.

• Completes assigned tasks.

• Strong communication skills; both written and spoken.