Technical Support Analysts I

A Technical Support Analyst provides technical triage services for TBC?s franchise, wholesale, and corporate locations. Core duties include first level issue resolution or escalation for incoming calls and emails related to system outages, passwords, POS systems, and support for software, hardware, printers, networks, and telephones. This individual must be teachable, grasp new concepts quickly, and demonstrate a pleasant and upbeat attitude. Experience as a helpdesk analyst is a plus. Must embrace working in a team environment and possess excellent computer skills along with strong integrated business systems knowledge. Applicant must be willing to work nights, weekends, and holidays as needed to support the team and business needs.

Primary Responsibilities:

- Provides timely and courteous responses to telephone, e-mail, and web-generated support requests, including troubleshooting, initial resolution, and/or escalation.
- Works with a sense of urgency while following established processes to resolve issues.
- Completes thorough documentation of all work in an online ticketing system.
- Effectively communicate technical issues in a non-technical manner (verbally and by written correspondence) with all levels of the organization as well as outside customers regarding reported issues.
- Effectively communicates with IT team members and management to document customer issues, create assignments, manage support requests, and share best practices.
- Provides initial desktop, server, network, hardware, and software troubleshooting for issues related to those items.
- Performs all other duties as assigned by immediate supervisor.

Education & Experience:
- Excellent customer service skills, including ability to work with users of all ability levels.
- Excellent telephone, verbal, and written communication skills in English and Spanish.
- Extremely detail oriented and organized.
- Ability to consistently follow documented procedures while still employing an innovative spirit and sharing creative ways to improve processes.
- Strong interpersonal and customer service skills.
- Knowledge of SAP is helpful.
- Knowledge of IT Service Management software is recommended.
- Certifications is a plus.
- Recent support center / technical support experience is desired, but not mandatory.
- Working knowledge of Windows Operating Systems for desktops and Servers.
- Ability to type 45 WPM preferred.
- Working knowledge of Microsoft Office Products.
- Must work well in a team or as an individual.
- Ability to quickly learn several proprietary applications that are core to our business.
- Schedule flexibility to include weekends, evenings, and holidays as needed and/or required by business needs.