Contact Center Quality Analyst, Sr. jobs in Pensacola, FL

The Opportunity

Huron is redefining what a global consulting organization can be. Advancing new ideas every day to build even stronger clients, individuals and communities.

We’re helping our clients find new ways to drive growth, enhance business performance and sustain leadership in the markets they serve.

And, we’re developing strategies and implementing solutions that enable the transformative change they need to own their future.

As a member of the Huron corporate team, you’ll help to evolve our business model to stay ahead of market forces, industry trends and client needs.

Our accounting, finance, human resources, IT, legal, marketing and facilities management professionals work collaboratively to support Huron’s collective strategies and enable real transformation to produce sustainable business results.

Join our team and create your future

Position Summary

The IT Support Specialist, Tier 1 is responsible for providing technical support including acknowledging, diagnosing, troubleshooting, and resolving entry level and advanced issues.

Adhere to defined policies and operating procedures. Technical support is provided to Huron employees within offices as well as to a largely mobile workforce.

The IT Support Specialist require a broad technical skillset, ability to function independently with little supervision.

Qualifications

• Technical troubleshooting of IT hardware and software issues in a timely manner
• Appropriately handle multiple IT support requests simultaneously through different mediums of communication
• Support of various devices running operating systems such as iOS, MacOS, and Android
• Update relevant IT ticketing system to record customer interactions, technical steps taken, comments and complaints
• Image Windows 10 laptops for break / fix scenarios (In-Office)
• Participate in after-hours IT on-call rotation and respond to emergency / urgent requests as needed
• Respond, resolve, or escalate all service requests and incidents following established procedures and SLA
• Assist employees with business related processes related Enterprise Resource Planning tasks such as entering employee time, expenses, and project related details

Qualifications

Relevant Microsoft IT certifications preferred.

• Office 365 Admin experience preferred
• Associate degree with an emphasis in Information Technology or closely related field
• One or more years of Customer Service experience required
• Ability to diagnose, troubleshoot and resolve issues on Windows, Mac and mobile platforms
• Excellent problem-solving skills with the ability to multi-task & adapt to changing priorities quickly.
• Excellent verbal and written communication with strong customer service skills
• Ability to remotely resolve technical issues across all time zones and clear understanding of elevated permissions, registry changes and active directory
• Ability to work independently and as part of a team
• Ability to work flexible hours including at times nights and weekends
• Ability to work remote and in an office setting
• Willingness to learn and ambitious to take on new / difficult challenges

The compensation for this job is $20 / hr. The represents a good faith estimate of the rate that Huron reasonably expects to pay for this job at the time of the job posting.

Posting Category

Corporate

Opportunity Type

Intern (Trainee)

Country

United States of America

Last updated : 2024-02-23