System Support Analyst

Roles And Responsibilities
Flexibility to changes in shift schedules, as dictated by Management
Communicates with end users to clarify and define requirements
Provide comprehensive Customer/Technical support services to support center customers
Work within Service Level Agreements
Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements
Take all steps to resolve issues reported to them and or escalate to the appropriate contact
Use all available reference materials to help resolve the customer's issue/s
Take all necessary steps to ensure customer satisfaction at the end of the service
Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components
Promptly notify management of any potentially dissatisfied customers
Follow all documented escalation procedures, including hand off times, for issues requiring immediate management ...