Enterprise Client Support Analyst

The Enterprise Client Support Associate Analyst provides outstanding service and technical support to customers to meet and exceed service expectations. This position is responsible for answering questions and resolving problems via phone, email, service desk and web.

Specific Duties / Assignments:

Provide problem resolution to customers for hardware, software and application support needs and advise users on appropriate actions and/or next steps.

Interact with customers to record, categorize, prioritize and possibly resolve customer requests

Present clear, descriptive and grammatically appropriate written and oral communication with customers, peers and management.

Resolve incidents and fulfill service requests that do not require logging into an application, web service or other system.

Keep customers updated on the resolution status of their issues and requests.

Identify and report on service and support trends that may indicate an event or service problem.

Adjust language or terminology to the characteristics and needs of the audience.

Utilize available job aids, support tools and online documentation.

Create and update knowledge articles

Document clear and concise details in Service Now ticketing system

Diagnose and troubleshoot PC or MAC application issues over the phone using remote support tools

Collaborate with team members on potential solutions for technical problems

Properly escalate issues that fall outside of the scope of the technical service specialist

Handle all assigned tickets to the best of your abilities

Resolve or escalate incidents and quickly and efficiently while maintaining great customer service

Participate in weekly staff meetings

Required Skills / Experience / Qualifications:

Must be able to provide occasional flexibility with work schedule

Maintain a professional demeanor in all customer interactions

Must provide excellent customer service.

Professional, positive and amicable attitude and demeanor.

Demonstrated appropriate discretion and sensitivity with customers and colleagues.

Top-notch communications and interpersonal skills and listening comprehension.

Ability to follow written and verbal directions.

Ability to work both independently and collaborate as part of a team.

Must be self-motivated, organized, thorough and detail-oriented.

Can work quickly and be calm under pressure.

Express ideas clearly over the phone, in person or in writing.

Must display commitment to teamwork and excellent customer service. Meet or exceed expectations of internal and external customers.

Must possess familiarity and knowledge of Gannett's publishing environment, publishing products, systems architecture and policies.

Perform quality work that has been tested with an emphasis on the highest possible accuracy.

Education and Related Experience:

Minimum of one year Associates degree or related work experience.

Minimum of one year experience in an application support or service desk environment.

Working knowledge / understanding of Internet and networking.

Requires baseline knowledge of company services and applications to interface successfully with customers.

Technical and PC skills must include proficiency in Microsoft Word, Excel and Outlook.

The schedule for this role will be as follows:

Monday-Friday 11 AM - 8 PM EST


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