User Support Analyst

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