Product Technical Support Analyst - Hybrid

Product Technical Support Analyst - Hybrid

Genesis10 is currently seeking a Product Technical Support Analyst - Hybrid position with a Global Financial Institution located in Chandler, AZ. This is a 12+ month contract opportunity.

This role involves providing first-line technical support for internal employees via voice and chat channels within a 24/7 Global Service Desk. The successful candidate will join a fast-paced environment, troubleshooting Microsoft applications and proprietary systems, with a strong focus on delivering excellent customer care. This is a hybrid position requiring 4 days onsite and 1 day remote, contingent on performance.

Responsibilities:

• Provide first line support for internal employees via voice and chat channels
• Partner with regional and international teams to deliver best in class client care
• Effectively manage multiple live chats simultaneously while achieving core metrics for operations and quality
• Perform basic troubleshooting of Microsoft applications and proprietary systems
• Document tickets clearly for second-line teams when first line resolution cannot be attained

Requirements:

• 1-3 years of relevant experience
• Excellent client care and customer service skills
• Ability to work well as a team and build relationships with global partners
• Excellent organizational skills, with the ability to prioritize workload
• Ability to multitask and maintain focus on all areas of responsibility concurrently
• Ability to consistently meet or exceed performance targets and goals
• Able to work in a fast-paced environment

Desired skills:

• Technology Call Center and or Customer Service experience
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents
• Hardware Support experience with Windows 10/11
• Software Support experience with MS Office suite, Office 365, SharePoint, and Skype
• Network experience with Citrix, VPN, and Cisco AnyConnect
• Familiarity with ITSM Remedy is a plus

Pay range: $10.04 - $18.04 per hour

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.