Product Support Analyst - iSystems, LLC (Colchester, VT)
SUMMARY PRIMARY RESPONSIBILITIES Answer incoming phone calls from iSystems customers Troubleshoot customers issues and attempt a first call resolution whenever possible Gather the necessary details and steps for more involved customer issues and accurately document in a ticket for review by a Product Support Analyst Accurately document and record issues within the CRM tool, including adding attachments Assign critical issues to Product Support Analysts on a rotating basis Monitor the queue for duplicate tickets Observe the queue for patterns where Service Bureaus are reporting the same or similar issues; notify Management Monitor the Evolution Talk List to determine if action needs to be taken to follow up with one or more Service Be urea's on items submitted to the talk list Create or update user documentation as assigned Assist Management with reporting and tracking of Product Support metrics Perform additional duties as required REQUIRED KNOWLEDGE / ABILITIES Bachelor degree or high school with equivalent experience required Strong analytical and troubleshooting skills Excellent verbal and written communication skills Call center experience highly desired Experience in payroll industry preferred Minimum of 30 wpm typing skills Ability to work a flexible schedule Source:
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Estimated Salary: $20 to $28 per hour based on qualifications.
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Estimated Salary: $20 to $28 per hour based on qualifications.
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