Client Support Analyst
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Accentuate Staffing has an immediate temporary need for a Client Support Analyst Provides to provide professional, friendly, and knowledgeable service to customers. The ideal candidate will deliver experienced technical and operational support at all levels for the computer systems and applications through the Service Desk and provide first level support to users from tickets put into the ServiceNow. This is a temporary position (3+ months) – 40 hours weekly working fully remote. You must live in NC.
Responsibilities:
• Receive inbound email, telephone calls and tickets in trouble tracking tool (ServiceNow) for end user and desktop support
• Provide excellent customer service, technical troubleshooting, and problem resolution.
• Provide user-friendly explanations and follow-up using telephone, emails, and/or teleconferencing communication
• Resolve customer problems in a friendly and timely manner to ensure customer satisfaction.
• Open trouble tickets using the trouble ticketing tool (ServiceNow) and document action steps and resolutions including follow-up.
• Ensure issues are fully documented within the trouble ticket tool application that allows for seamless escalation to other personnel as required.
• Use professional judgment to resolve a problem
• Escalate customer concerns as necessary to management, as required.
• Administer and manage user access.
• Provides basic support and troubleshooting
• Account creation
• Account unlock/lock
• Password reset
• Perform other duties as assigned
Requirements:
• Strong problem-solving, critical thinking, decision making and troubleshooting abilities;
• Excellent communication skills, including proper phone etiquette, strong verbal and written skills, and effective listening skills;
• Self-motivated, detail-oriented, organized and able to multi-task in a dynamic environment;
• Works well in a team environment;
• Demonstrates technical aptitude as well as intermediate computer experience with common computer applications such as internet browsers and the Microsoft Office Suite
• Associates degree or equivalent work experience
• 2+ years’ experience in a customer service environment.
• Experience in an operational area and/or technical client services preferred
• Vaccination Required
