Sr. First Level Phone Support Resource - 2 Openings
Quantronix, Inc. - Marlborough, MA

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2 Openings Sr First Level Phone Support Resource (7am 4pm) Or (8am 5pm) The Solutions Center Senior Technical Analyst is responsible for the following In addition to resolving tickets we are looking for someone who can ensure that 100 of Service Professionals and Research Assistants meet their quality and productivity standards Coordinate the training of new team members Monitor problem tracking tool (Service Now) to ensure that client and internal policies and all best practices are being adhered too reviewing tickets for detailed problem description confirming that the appropriate procedures andor escalated issues are being addressed in a timely manner Periodic monitoring of the analysts pending queues to ensure that tickets are being handled in a timely manner Monitors call volumes utilizing Avaya CMS Supervisor ACD system Developing and implementing staff schedule to ensure appropriate coverage for lunch breaks team meetings special projects reassigning staff and responsibilities for unexpected and expected staffing issues ie absentees vacations and training OutageCritical situation oversight confirming process for Major Incidents are properly managed and assist team members by taking calls during peak periods and outages Handle projects and tasks as assigned Ensure that all new or modified processes are reviewed implemented and added to the SC knowledge base Seeks opportunities for continuous process improvement Ensures a positive work environment constructive feedback continuous learning and a high quality employment experience for team Along with fellow Senior Technical Analysts meets and exceeds all department goals Effectively communicates and manages changes in operating procedures and processes to ensure staff understanding retention and appropriate execution Min Requirements Keys to the Position Excellent Customer Service Skills This role is a Senior role on the team and we are looking for this person to be able to work as a playercoach Needs to be punctual responsive ability to trainmentor others etc Minimum of 5+ years of Help Desk experience Candidate needs to have job stability at least 6+ month engagements Strong MS Office Support Experience Currently working with Office 2010 Candidate needs to be able to work from 7am 4pm and 8am 5pm This Person will be able to work 1 day a week from home prefers candidates that are local to Marlborough Financial Services Experience is a strong + Citrix is a strong + Windows 7 is a strong + Mac exp is a strong + is looking for someone that can be flexible should she decide to have them work an earlier shift Please contact for this job with your latest updated resume Sumit (2037182005) or Vatan (6314251125) To view additional openings at Quantronix click on the link below httpwwwquantronixcomjobhtm httpwwwquantronixcomjobhtm QUANTRONIX INC Quantronix is a global provider of Staff Augmentation Executive Recruiting Business Consulting Software Product Development and ITenabled Services Founded in 1982 as a USbased consulting company Quantronix has grown to have a truly global footprint The Professional Services Division is one of our oldest and strongest divisions specializing in providing IT professionals for contract contracttohire and fulltime positions Our growing talent base of employees ranges from business experts to technology gurus Quantronix clients span the breadth from Fortune 500 companies to startups on the bleeding edge of technology We have special expertise in Financial Services Banking Insurance (FSBI) Manufacturing CPG HiTech Hospitality Travel Logistics and eLearning Publishing as industry verticals We invite you to search our jobs database for exciting career opportunities available with our many clients Phone Support, Customer Support, First Level Support, Technical Analyst, Help Desk, MS Office, Citrix, Windows 7, Avaya CMS, ACD system and Mac.