Technical Support Analyst

Echopass is the leader in the hosted contact center market. We provide full contact center functionality on a subscription basis.  The Customer Support position is located at the Company?s Headquarters in Salt Lake City, UT.  The position will report to the Director of Customer Service.

 

This opening is for a part time shift working Monday-Friday 1AM to 6AM

 

This position is responsible for complete issue management in a robust sophisticated technical environment.  This includes prioritizing, coordinating resources and actively resolving outages, alarms and customer issues and requests. 

 

The candidate will play an integral part in identifying system and customer problems, troubleshooting and providing solutions and then documenting those solutions.

 The individual selected will:Prioritize and coordinate problem resolution. Escalate problems (when required) to the appropriately experienced technician or manager. Coordinate resources to solve complex problems.Test, maintain, monitor, and troubleshoot end-user problems in order to deliver required service levels.Identify and learn appropriate software and hardware used and supported by the organization.Record, track, and document all pertinent end user identification information and nature of the problem related to the problem-solving process, including all actions taken through resolution in the support line

 RequirementsBe able to work without supervision providing leadership and support to others on the team.Exceptional customer service skills.  Must be able to successfully communicate at all levels of an organization.Highly self motivated and directed with a keen attention to detail.Ability to take projects to completion with minimal supervision. Proven analytical, troubleshooting and problem-solving abilities.Experience with desktop and server operating systems, including Windows XP, Windows Server 2000/2003. Extensive application support experience with ability to learn and support in-house applications.Excellent written, oral communication skills and interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Experience working in a team-oriented, helpdesk or customer service environment.Call center experience.Must understand the importance of maintaining a 24x7 production carrier-class environment

 

Echopass Corporation is an Affirmative Action/Equal Employment Opportunity Employer