Dedicated Client Support Analyst (L1)

Description

Klik Solutions, a rapidly growing Managed Services Provider (MSP), is able to integrate as our clients’ internal IT Support department, delivering an exceptional IT experience so that our clients can focus on new ways to advance business. Our IT services are about establishing, planning, managing, and supporting IT structure for large- and medium-sized enterprises, start-ups and non-profit organizations. Our projects are varying from the small office IT solutions to the big company outsourcing the IT infrastructures setup from scratch with further support. It is always about delivering complex hardware and software.

Dedicated Client Support Analysts serve as in-house resources assigned to specific clients. Each assigned analyst’s role is unique as they are engrained within an active Managed Service Client’s organization. Working both as an escalation contact point for incidents and request from the Technical Operations Teams and assist with inbound volume from both phone calls and emails, coordinating support where appropriate. Each Analyst is expected to respond to incidents, or service requests using the ConnectWise ticketing system and the Vonage phone system for all calls, emails, voicemails, or in person requests.

Role And Responsibilities

• Comprehend customer requirements and make appropriate recommendations/briefings
• Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
• Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs.
• Assist and participate on new projects when assigned.
• Troubleshoot, analyze, resolve, track, escalate and document all incidents and request.
• Follow all assigned company’s filed procedures and protocols
• Ensure ticket queue has accurate statuses on tickets
• Serve as primary SME for client Business Application and 3rd Party Vendor Support POC
• Maintain all metrics and KPIs
• Assist Klik Operations personnel by responding to questions (Support, SOC, Engineering,etc)
• Serve within dedicated On-Call Rotation for assigned client ticket escalations for after-hours incidents, both remote and onsite
• Keep end-users informed of progress and status of calls/tickets throughout resolution
• Apply best practice troubleshooting techniques to identify problem, investigate cause, and recommend solution
• Provide technical service and support to end users
• Monitor dedicated queue and provide triage of all incidents and requests tickets to determine next steps in troubleshooting
• Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate
• Document incidents and requests in ConnectWise managed ticketing system, record actions, and follow up on deferred actions
• Build positive relationships with end-users
• Resolve end-user issues within an appropriate SLA MTTR timeframe or escalate to appropriate team / tier for resolution following documented escalation procedures and process
• Collaborate with end-users and co-workers to diagnose and resolve problems
• Collaborate with the Klik Managed teams and share information across the organization, ensuring ongoing documentation updates and alignment

Requirements

• Technical degree or certification
• Must be customer focused and service oriented, attentive to details, with ability to multitask and act with professionalism always
• A minimum of 4 years of experience in a Helpdesk / IT Support Center
• Familiarity with mobile tools and applications
• Familiar with ConnectWise Manage, ConnectWise Automate, and Auvik is a plus
• Must have own vehicle and valid driver’s license
• Microsoft Certified Professional, CompTIA A+ and/or HDI certifications are a plus
• Flexible schedule required Monday through Sunday
• Sound knowledge of computer hardware/software, mobile devices, operating systems, and network-related technologies
• Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills