Technical Support Analyst
EPITEC - peoria, IL
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Epitec POSITION: Technical Support Analyst JOB TYPE: Full-time, W2, 12-month contract with ongoing need PAY RATE : $39.00 - 44.00/hr. LOCATION: Peoria, IL JOB SUMMARY FOR TECHNICAL SUPPORT ANALYST: We are seeking a Subject Matter Expert (SME) to join our Digital Support Team and serve as a Product Expert for the Empower workstream. In this role, you will be responsible for managing escalated cases, supporting Tier 1 supplier agents, resolving technical issues, and enhancing the customer experience through continuous improvement efforts. You will work closely with various departments, customers, and dealers to ensure timely resolution of inquiries and contribute to the development of training and self-service opportunities. RESPONSIBILITIES FOR TECHNICAL SUPPORT ANALYST: Serve as a subject matter expert for digital products and applications within the assigned workstream. Manage customer and dealer cases to provide secure and seamless experiences. Triage and troubleshoot issues escalated from Tier 1 support agents. Investigate reported issues using basic testing, statistical analysis, and troubleshooting techniques. Document and follow up on issue resolutions with customers, dealers, and internal teams. Manage escalations and ensure adherence to service level agreements (SLAs). Create and update self-service and Tier 1 support knowledge articles. Identify and develop new training or self-service opportunities for customer service representatives (CSRs) based on customer feedback and issue trends. Support continuous improvement efforts by validating and creating process maps and business rules. Participate in projects to provide expert input on digital products and applications. Occasionally visit dealers and customers to provide technical assistance on urgent field issues. REQUIRED EXPERIENCE FOR TECHNICAL SUPPORT ANALYST: A preferred college or university degree, technical certification, or equivalent experience. At least 2 years of experience in product service support, application support, or a related field. SKILLS AND QUALIFICATIONS FOR TECHNICAL SUPPORT ANALYST: Interpersonal skills to handle sensitive or controversial situations effectively. Ability to influence behavior change and obtain cooperation from customers, suppliers, and team members. Familiarity with project management methodologies to represent application or process expertise in multiple projects. Experience using Salesforce for Customer Relationship Management (CRM). Knowledge of contact center operations, customer experience, and vendor management. Strong planning, communication, and critical thinking skills. Excellent problem-solving abilities and attention to detail. Initiative and ability to solve problems independently. Customer service mentality with a focus on providing timely and efficient solutions. Why should you choose Epitec? We started Epitec with a single focus, "Placing People First." Knowing every good endeavor begins with listening and understanding, we've set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit. How is Epitec different? Epitec gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work. What is the result? Epitec represents the world's top companies and works to fill their open jobs with the world's best talent. That's led to Epitec servicing an impressive list of Fortune 100 companies. Weve also won many awards, including one of Crain's Detroit Business "Cool Places to Work," and 101 Best & Brightest - local, national and elite winner. And that's just the beginning, as we work to innovate the way the world thinks about employment.
Created: 2024-10-21