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Technical Support Analyst

Franklin, WI
Description:
  • Most schedules for this shift will fall between 6:00 AM and 6:00 PM M-F after initial training. An initial training period of 5 weeks is required with hours 8:00 AM - 4:30 PM, Monday thru Friday. After training is completed, a shift will be assigned; these shifts may include 2nd/3rd shift hours or weekends depending on candidate availability. If any time in the 6:00 AM - 6:00 PM span has conflicts, these should be brought up at the first interview.
  • Technicians in this role provide technical support in a contact center.
  • The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues.
  • Support is performed over the phone and with remote access software.
  • Support will include Windows 10, Office 365, laptops, desktops, printers, mobile devices and numerous in-house, commercial and mobile applications.
    Candidates will take an average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 10,000 supported staff. This position is a one-year contract position with extension possible.
  • To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality and customer service.
  • During the assigned shifts, candidates should expect nearly 100% of their day to be on the phone. Candidates should have at least 1 year of first level help desk call center experience, preferably in a multi-channel environment (telephone, on-line chat, etc.). Experience with using and supporting MS Office and Outlook is required.
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