Service Desk Analyst

Job Title

Location - Hybrid, Bridgewater, NJ

At iconectiv, trust is more than a principle - it is the foundation of the nation's communications ecosystem. Advancing and protecting that trust is our core mission. Behind every call, text and digital interaction is a highly complex infrastructure that must remain secure, trusted and universally accessible. What appears seamless to consumers and businesses relies on an intricate network of systems, authoritative data and key processes working flawlessly behind the scenes.

Our work delivers the reliability, choice and convenience that modern communications demand as the landscape continues to evolve.

Responsibilities

Customer service skills like patience, attentiveness, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following:

• Monitor and respond to multiple channels of customer communication including chat, email, and phone.
• Support the following types of calls, questions, or tickets:
  • Customer Service Requests
  • Billing inquiries
  • Application Troubleshooting
  • Data Entry
• Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
• Actively participate in on-call rotations which may include occasional after hours, weekends and national holiday shift work.
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
• Excellent work ethics, time management, and strong customer focus are key skills required to perform this function successfully.
• Gain a full understanding of internal processes and assist as needed

Requirements

• BA degree is preferred
• Minimum 1-2 years of customer service/account management experience.
• Experience with fulfilling customer porting requests is a big plus.
• Excellent written and verbal communication skills are a must.
• Familiarity with Oracle SQL, Java and UNIX skills preferred.
• Experience using "Chat" to support customer communications (requires strong written communication skills).
• Any application support experience would be a plus.
• Superior MS Office Skills.
• Good writing skills and the ability to author professional correspondence.
• Initiative, critical thinking and good follow through are key characteristics.
• Any experience with ServiceNow system would be a plus.
• US Citizenship required

**Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey, which is the in-person office location where the employee will report when working in-person

Additional Skills

• Familiarity with Java Application Middleware; specifically Red Hat Jboss Enterprise Advanced Platform.
• Understanding of Relational Database Management System concepts; especially in the Oracle Database product line.
• Understanding of agile software development principles and knowledge of CA Rally.
• Familiarity with the following languages and technologies: JSON, HTML, JavaScript, Web Services and XML.
• Willingness to work within 8am 8 pm shift on weekdays and follow rotational on call schedule for weeknights and weekends.

At iconectiv, we expect to pay between $48k - $70k for this role. This role is eligible for variable pay (bonus). The final pay offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and years of experience within the job, the type of years and experience within the industry, education, skills, abilities and geographic region.

On the first of the month following date of hire, employees working more than 30 hours/week are eligible for medical, dental, vision, disability (short and long term) and basic and supplemental life insurances. Employees will be eligible to participate in our Company's 401k plan and will be eligible for Company Matching and Automatic Contributions. Employees will also receive annual allotments of paid time off in the form of Vacation Days, Floating Holidays, Personal Business Days, a Volunteer Day, as well as paid holidays and paid sick leave.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore, employees assigned may be required to perform additional job tasks required by the manager.

We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The Company's status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug-free workplace and perform pre-employment substance abuse testing.