Support Analyst POST |
| April 19, 2013 - May 24, 2013 |
| Location: | Duluth, GA |
| Exempt/Non-Exempt: | Non-Exempt |
| Employment Type: | Full Time |
| Department: | Customer Support |
| Description: | BASIC PURPOSE:
The Support Analyst provides high quality technical support to Horizon�s customers.
PRINCIPLE ACCOUNTABILITIES:
The Support Analyst staff is responsible for answering, documenting, troubleshooting, resolving and escalating customer issues.
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| Duties: | ESSENTIAL FUNCTIONS:
The Horizon Support Analyst will serve as the initial point of contact for customer accessing technical support via phone or Web. They must possess a strong software knowledge and troubleshooting skills and be able to function effectively in a fast paced, high volume support environment. Duties include, but not limited to, gather and document all information pertaining to the customer issue in the Horizon CRM database, respond to all new cases within timeframe outlined in Service Level Agreement, manage caseload and provide daily updates to customers with open cases, effectively troubleshoot assigned cases and identify those that need escalation to Senior Analysts. Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.
RESPONSIBILITIES AND ADDITIONAL DUTIES:
When not working support cases, the Support Analyst may be asked to assist with other services. |
| Qualifications: | JOB SPECIFICATIONS/PERSONAL QUALIFICATIONS:
� Four year IT degree (MIS, Computer Science, IST, Systems Engineering) or relevant work experience
� Computer/IT Certification (A+, MCP, MCSE) a plus
� Must possess a positive attitude
� Excellent communication skills (written and verbal)
� Strong interpersonal skills;
Strong people skills
� Ability to train users with varying computer experience
� Ability to quickly identify and solve problems
� Career-minded with a great work ethic
� Must be self-sufficient yet work well as part of a team
� Ability to adapt and quickly respond to the unexpected
� Ability to learn new products and technologies quickly
� Proficient in current Windows Server and Desktop Operating Systems
� Basic Networking
� Basic Database skills (SQL, SQL+)
� Basic Database Administration
� Write and execute basic queries
� MS Office (w/ emphasis on Access & Excel)
� Retail IT / Food Service Industry IT / Healthcare IT
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