End User Support Analyst

Job Overview
The Technical Support Analyst position will be the first tier of technical support provided to our clients. This role will be responsible for handling tickets passed to them by our service desk, working with clients via chat, email, and phone, and also carrying out other necessary duties of the job.

Roles and Responsibilities

- Perform front-line client support for basic ticketed issues. This support will typically be for issues not being handled by other departments.
- Communicate with clients via email, phone, and chat as part of the above support.
- Attend shift on a daily basis for contracted support hours.
- Understand SLA requirements for all tickets that are being worked
- Understand and follow all FOS internal policies and job requirements
- Provide first drafts of undocumented procesess that come up as part of work.
- Participate in w...