Description:
We are seeking a Global Internal Employee Technology Support Analyst II to join our team in Addison, TX. This is a client-facing role providing level one technology support for a global user-base. The primary responsibilities include basic troubleshooting of applications and proprietary systems to maintain agreed service levels within the Service Desk.
Responsibilities:
- Provide first line support for internal employees via voice and chat channels as part of the 24*7 Global Service Desk.
- Partner with regional and international teams to deliver best in class client care.
- Manage multiple live chats simultaneously with internal customers while achieving core metrics for operations and quality.
- Document tickets clearly for 2nd line teams to resolve issues when first line resolution is not possible.
- Receive in-house technical training and real-time support from peers and subject matter experts.
Must Haves
- Excellent client care and customer service skills.
- Ability to work well in a team and build relationships with global partners.
- Strong organizational skills with the ability to prioritize workload.
- Capacity to multitask and maintain focus on all areas of responsibility concurrently.
- Consistently meet or exceed performance targets and goals related to customer service and call/chat handling.
- Comfortable working in a fast-paced environment.