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IS Customer Support Technical Analyst


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Job Summary

The IS Customer Support Center (CSC) Technical Analyst provides IT Service Management as well as mentors a team of 6-10 IS CSC team members, providing technical guidance, mentoring and training. . The IS Customer Support Technical Analyst leads the team in the resolution of technical issues adhering to ITIL Incident and Problem Management standards in order to exceed customer service level agreements (SLAs), and to overcome challenges impacting the team’s ability to meet those goals. The incumbent also acts as technical liaison between technical areas, ISCSC team members and users.

Customer Support Technical Analyst performs under the general supervision of the Manager while working with the IS CSC Team Leader, Analysts, Specialists, and peers in all THP areas to provide IT service management and support to end users as well as identify, design and implement process and procedure changes to support the business, as needed or directed. This individual also facilitates timely, accurate and cooperative communication between the team, IS management, the end-user community and Tier 2 and Tier 3 support including the delivery and oversight of IT Global Event Notifications and Major Incident Management.

Job Description

Tier 2 and Tier 3 Customer Analysis and Support


Resolve Tier 2 and Tier 3 Incidents, Service Requests and Problems, according to ITIL related standards and SLAs

Support the technical aspects of projects. Document software changes and structure for desktop operating system and configuration. Train and transition knowledge to staff to

support technology as required.

Provide technical support when called upon via both telephone and on-site troubleshooting

Triage, troubleshoot and diagnose issues forwarded to the Tier 2 and Tier 3 work queues

Document all actions and resolutions in Servie Now ticketing tool to serve as a knowledge base for future usage

Perform technical analysis, troubleshooting and resolution, via telephone, in conjuntion with other Tier 3 IS technical teams

(desktop engineers, developers, system engineers, network engineers etc.)

Customer Support


Process IT Incidents, Problems and Services requests. Respond to the IS Customer Support Center (CSC) ACD queue phone calls, emails and instant messages in the,

and perform

other department production tasks as needed, or as assigned by manager.

Triage, troubleshoot, diagnose, resolve/route Incidents and Service Requests received via. Telephone according to CSC SLAs. Document all actions and

customer encounters

in the Service Now ticketing tool when needed to provide coverage.

Resolve/process Tier 2 and Tier 3 technical issues in a productive manner according to CSC SLAs.

Provide on-call support as assigned according to CSC SLAs.

Process IT Global Event Notifications and provide ITIL major incident and problem management support according to CSC SLAs

Provides technical leadership and support to IS CSC Support team member questions in real time

Technical Team Lead


Function as a Technical Analyst on projects and sub-projects. Communicate project issues and solutions to team members. Guide team members to

accomplish resolve

project issues.

Coordinate activities of all team members to ensure compliance with defined solutions and/or work around.

Continue to enhance technical skills and business knowledge through practical experience, research, seminars and training programs.

Provide technical support and administration of Bomgar remote control software, adhering to THP IT security standards.

Documentation & Reporting


As needed, at direction of IS Customer Support Team Leader and Manager, participate in departmental, cross-functional and business area meetings and discussions to

facilitate communications, update documentation, maintain department tools/applications.

In coordination with IS Customer Support Team Leader and Manager, proactively analyze, design, document and implement operational improvements including:

policy, procedure, process and workflow changes related to CSC departmental operations

Perform other activities as directed by department management

Requirements

EDUCATION: (Minimum education & certifications required)

Bachelor’s Degree in Computer Science or Computer Technology related field and/or equivalent combination of experience and professional training required. Technical certification in one or more current Microsoft Windows operating systems, Network Administration, A+, Network +, Microsoft Certified Desktop Technician, ITIL v3

Foundations or equivalent preferred.

EXPERIENCE: (Years of experience)

Four to five years in providing information systems solutions and technical support.

Also requires a minimum of five years’ experience in technical customer service

and support role as well in the development and implementation of technical

solutions and project plans.
  • Advanced level understanding of call center operations and ITIL
  • Service Desk Incident, Service Request and Problem Management
  • Advanced skills with call tracking and documentation systems
  • Advanced technical support and analyst skills
SKILL REQUIREMENTS: (Include interpersonal skills)

The technical analyst requires analytical and technical abilities necessary to

understand the Managed Care Business and the ability to interact effectively with

others for systems analysis purposes. This position also requires advanced

proficiency in IT software support, service and configuration management

including but not limited to the following technical concepts or applications:
  • Network Diagnosis and Troubleshooting including understanding of
  • Wireless and DSL connectivity and equipment and common home and public facility (hotel, hospital, etc.) network configurations
  • Information Security – Access control, authentication, threat prevention and user education
  • Remote Control, Diagnostic and software deployment tools
  • Decision Trees and Root Cause Analysis
  • Enterprise Email, Calendaring and Instant Messaging
  • Microsoft Office Suite – Word, Excel, PowerPoint, Visio and Access
  • Microsoft Management Console and System Center Configuration Manager
  • Microsoft Active Directory Services and Group Policy administration
  • Windows, Unix and Lenox environments
  • Windows configuration - Enterprise migrations and customization
  • Systems Computer/Console Operations
  • Systems Security and User Administration
  • Systems Software Installation & Upgrade
  • VDI environments - Troubleshooting VMWare hosts and client configuration
  • Hardware and Software Interoperability - Device and print driver configuration, Database and datasource connections
  • Advanced understanding of dependencies and relationships of THP “core” applications (TAHPMaster, Macess, Diamond, etc.) to the IT infrastructure and to THP’s business operations
  • Advanced familiarity with THP standard desktop and laptop equipment and peripherals.
  • Alphanumeric keyboarding at a speed of 25 wpm or greater.
  • Advanced customer service and problem solving
  • Advanced oral and written communications skills including the ability to effectively communicate technical instructions and information to team members and end-users.
  • Advanced competency in adaptability, including the ability to quickly learn complex technical and business processes, applications and technology
  • Advanced ability to maintain composure, focus and professionalism during difficult customer encounters and/or crisis situations.
  • Advanced ability to work independently but productively, and cohesively with team members, end users, and THP colleagues at all levels of skill, seniority and role, without regard to gender, race, culture, creed, ethnicity or age, fostering an atmosphere of trust, competency and respect.
  • Advanced organizational skills, with ability to self-prioritize work, multitask; adjust to changing priorities, and to function in a fast-paced, dynamic environment.
  • Advanced ability to build, maintain and support positive and productive relationships with customers, colleagues and team members, acting as an advocate for customers and team members within the IS organization.
  • Proficient ability to create and deliver basic presentations to small groups of 2 – 5 people.
  • Proficient negotiating and influencing skills
  • Proficient ability to quickly learn and implement complex technical processes as well as effectively communicate technical instructions and information to team members and end-users.
WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS
  • Will be required to provide On Call support as assigned, when the department is closed, typically weekends, holidays, and from 5:00 pm – 7:00 am weekdays. This requires carrying a pager, cell phone, and a THP laptop/tablet with essential software and configuration required to perform all IS CSC support tasks, at all times while on call. Also, supply the ISCSC Manager and Team Leader with a personal phone number where they may reached after hours in the event of an emergency or failure of the on call alert system.
  • Must have digital dexterity and communication skills to enable reasonably accurate data entry while conversing via telephone.
  • Requires prolonged periods of sitting, and ability to wear a telephone headset to perform job duties.
  • Must have the ability to clearly communicate both orally and in writing in the English language, and to be clearly understood via telephone.
  • Requires the ability to stay focused in a dynamic environment, and able to quickly adapt to changes.
  • Requires strong aural, verbal and visual abilities.
  • May sometimes require the ability to move or lift objects up to 50 lbs. without assistance, and to maneuver under, around and behind office furniture and telecommunications wiring assemblies to repair, replace, relocate or troubleshoot issues with network and PC hardware peripherals.
  • Department hours of operation are 7:00 am – 5:00 pm Monday through Friday. Work schedule includes one-hour lunch period. Will occasionally need to work after-hours to support departmental projects and initiatives. Schedule may vary to maintain proper support coverage, based upon business needs. May occasionally be required to travel between campuses.
CONFIDENTIAL DATA: All information (written, verbal, electronic, etc.) that an

employee encounters while working at Tufts Health Plan is considered confidential.

Exposed to and required to deal with highly confidential and sensitive material

and must adhere to corporate compliance policy, department guidelines/policies

and all applicable laws and regulations at all times.

What we build together changes our customer's health for the better. We are looking for talented and innovative people to join our team. Come join us!
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