Call Center Analyst

Call Center Analyst  / Uxbridge, MA Area

 

Park Place International is the leading post warranty information technology services provider in North America. We provide information technology hardware maintenance service agreements, remedial software support, and professional services.

 

We continue to grow as a company and are seeking qualified individuals to join our team and work with us to provide the outstanding service our customers have come to expect.

 

 

Position Description

 Provide first line support for all users (internal and external) regarding queries and issues relating to support and maintenance of their hardware and software. Provide technical training and guidance for hardware and system problems. Help users resolve issues when they are unable to use the systems. Optimal and effective use of work equipment and tools. Trouble-Ticket Management: handling of trouble tickets, delegation of trouble tickets, tracking of processing efforts. Dispatch related calls to appropriate Field Engineer for resolution.

 

 

Position Responsibilities

 Handle all incoming Help Desk calls from contract or non-contract customers, being the prime contact for customer inquiries.  Inquiries will include system issues requiring walkthroughs of the system, user administration requiring set up and deletion of users with the provision of user IDs and passwords, as well as user amendments.  Records for user administration must be maintained. Use the help desk for call management providing users with estimated resolution times, and escalate issues that cannot be resolved in line with defined procedures. Run reports out of the incident management tool. Own calls and follow up with users on timely resolution. Provide high quality Help Desk services to the client, ensuring that contractual SLA?s and service obligations are met for the work within scope of the role. Identify opportunities to improve quality of operations.

 

 

Required Skills:

 

Experience and Knowledge

 3 ? 5 years experience with relation to IT or experience working in IT environment. Excellent communication skills (communication training and excellent phone skills are required). Knowledge in time management. Experience in data processing, computer applications, management information system or call center applications and tools. Ability to work under pressure. Stress resistance. Ability to coordinate. Accurateness and preciseness. Helpful and proactive manner, with a service orientation. Drives issues to resolution and good problem-solving skills. Good interpersonal and coaching skills. Good administration skills. Comfortable with responding to requests from all levels of the organization. Ability to work effectively in a team environment.

 

Our company offers a competitive salary and benefits package, including health benefits, time off programs, 401k and life insurance.