User Support Analyst
$70k - $80kCore BTS
User Support Analyst
Core BTS Seeks an experienced End User Analyst to join our team who can provide exceptional customer service. This role will be vital in ensuring a smooth roll out of Cisco IP Phones to users. The successful candidate will have a positive attitude and be self-motivated, with the willingness to learn and continue building their knowledge.
Responsibilities include:
- Provides technical support and guidance to resolve users Cisco IP phone hardware and software problems.
- Develops training materials and/or provides onsite training.
- Drafts or revises user training manuals and procedures.
- Maintains logs of support services provided in the ticketing system or other appropriate database.
- Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
- Applies knowledge of computer software and hardware to assist users in resolving problems.
- Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
- Coordinates service or replacement of defective products from vendors and manufacturers.
- Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
- Performs other related duties as assigned.
Qualifications include:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Thorough understanding of technology commonly used by clients and employees.
- Ability to explain technical problems to nontechnical employees.
Education and Experience:
- Two years of experience or Associates degree required; Bachelors degree in Computer Science, Business Administration, or related field preferred.
The compensation range for this position is $70,000-$80,000, depending on experience.
Location: NYC-ALL BOROS
Vacancy posted 6 hours ago
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