EOC Support Analyst

Overview

The EOC Support Analyst requires basic systems administrative skills and capabilities as well as a strong customer service background. This position is responsible for receiving incoming calls and alerts regarding services for both internal and external customers. Calls, e-mails, or monitored events may require the creation and escalation of a thoroughly documented ticket. The analyst is also responsible for identifying critical issues and engaging key resources while gathering information needed to effectively escalate problems in a fast-paced environment. Analysts in this position will be working in a fast paced, and sometimes high-pressure, environment and as a part of a team which is staffed on a continual 24/7/365 basis.

Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
• Utilizes tools to identify and remediate/escalate incidents quickly.
• Perform basic diagnosis and troubleshooting of technical events.
• Train and master entry level system administrative tasks
• Identify critical issues and engage key resources in a timely manner.
• Gather and document information from multiple sources to determine path of escalation.
• Thoroughly document all actions utilizing company tools including ticketing system
• Maintain professionalism in all communications via phone, chat, and email.
• Ability to follow written process documentation consistently.
• Continually assist in evaluation and improvement of internal processes and procedure
• Maintain a presentable appearance.
• Participate in Incident Management Duties
• Monitor critical systems to ensure they are running correctly.
• Other duties as assigned.

Qualifications

• Must possess strong customer service attitude and interpersonal skills.
• Exudes serious professionalism in all facets of their work.
• Ability to multi-task in order to meet primary goals as well as other duties as assigned.
• Availability to work shifts as assigned including holidays or weekends.
• Must be comfortable working on the phone with clients and peers.
• Must be reliable and punctual – critical that this position is covered at all scheduled times.
• Must be available to work all shifts if coverage gaps arise.
• Proven ability to work effectively and cooperatively with others as well as independently.
• Demonstrated flexibility, organization, and self-motivation.
• Willingness to learn new processes or procedures and grow technical skill set.
• Maintain professional communications with clients at all times.
• Hands-on Personal Computer experience
• Must be able to type 50 WPM, with accuracy.
• Adequate professional experience and knowledge to perform Job Responsibilities
• Excellent verbal, written, and interpersonal skills.
• Ability to prioritize and organize effectively.
• Ability to work on multiple projects simultaneously.
• Ability to work both independently and with others.
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.
• Proficiency in using MS Office Suite and Windows-based computer applications.

Preferred Experience

• Prior work in a technical call center or ticket routing setting
• 2 years or more of work experience in a customer service role 
• Prior technical experience or education in the Information Technology industry

Working Conditions

• Office environment

Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Rate: $23.00

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