The Technical Analyst provides critical support to Clients and our Business Partners, and it is expected he she will have day-to-day telephone contact with Business Partners, Direct Technicians, and with various internal departments. This position requires demonstrated technical experience and skills with Core technology service business offerings (installation, service and support of cabling, security, Wi-Fi, IT, network, etc.), excellent telephone and customer service skills, and proficiency in MS Windows, Microsoft Excel, and Microsoft Outlook.
The Technical Analyst will work closely with the Service Center Management Team to also remotely serve the clients and team members in California and Georgia.
The Technical Analyst will likely interact with other Service Analysts (SAs) and TAs in their office, and possibly other offices, and is also expected to interact with members of the RC and PMO team within their assigned office.
Support Client and Business Partners needs via emails and phone calls and other approved support channels.
Support techs in the field related to security, burglar, and fire alarm services
Help manage on-site labor, troubleshoot, and direct calls.
Maintain advanced user standards of proficiency levels within CRM/ERP and WorkMarket
Train techs and also supporting Help Desk teams (service, project coordinators) on scope awareness and knowledge related to services being administered.
Create assignments, groups, and manage all activities within WorkMarket while maintaining CRM integrity of phase/status/ETA/PO and communications.
Perform triage to troubleshoot tickets prior to dispatch.
Establish, capture, report, and use KPI metrics and data within WorkMarket.
Monitor & report SLA compliance for each client and report to management.
Update customer on activities, and grow account through excellent service and management of service cases, Move, Add, Change (MAC) cases, rollouts, and projects.
Address escalations from clients and or partners, including tough discussions to discern if additional charges are warranted.
Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, business partners, and customers.
Perform other work-related duties as assigned by management.
Skills and Experience
Typically, 1-3 years of experience in project administration, coordination or equivalent.
Proven technical support experience in a service or support center.
Moderate to advanced proficiency level with Microsoft Office Suite Word, Excel and Outlook.
General business knowledge of language and practices, particularly around profitability calculations, fundamental accounting practices, and labor practices.
College Degree (Associates, Bachelor) or relevant Industry or Business Experience.
1-2 years project management and or technical support experience in a fast-paced, corporate environment.
Ability to read, analyze and interpret business correspondence and basic data.
Ability to write (create) reports and business correspondence with a minimum of direction to meet professional quality standards.
Superior customer service, technical service and support, and communications skills, both written and verbal.
Superior documentation and follow-up skills.
Strong attention to detail.
Formal technical experience and/or education.
Telecommunications experience in technical support or field support.
Low voltage working knowledge, Wi-Fi, Structured Cabling, Analog and Data Networking.
Excellent oral and written communications skills.
Ability to develop and maintain strong partner relationships.
Attention to detail.
Ability to multi-task effectively.
Strong organizational and problem-solving skills.
Self-starter with the ability to handle assignments with minimal direction.
The ability to handle stress and exercise self-control in client and schedule-driven situations.
CCNA, routers/switches, remote command lines