Help Desk Analyst iPipeline, Inc.
Help Desk Analyst - Salt Lake City
Ensure customer satisfaction by providing first level customer support via telephone or email for hardware, software, connectivity, and product specific problems. Maintain ticket tracking database and provide effective communications between customers and iPipeline staff. Assist in testing of new products prior to release.
This position reports to Help Desk Manager.
Provide first level customer support for software, hardware, and connectivity issues via telephone and email.
Demonstrate a ?helping attitude? by phone and/or via email. Provide appropriate feedback so communication is shared and updated with all customers on a consistent basis.
Handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy time, exercise patience and professionalism during stressful situations.
Maintain call-tracking database to document all problems and actions through to resolution; including escalations to 2nd and 3rd level resources.
Assist in testing of new functionality, enhancements to existing functionality and fixes to issues. Document findings.
Develop knowledge of insurance industry, related business processes and iPipeline software products.
Act as liaison between end-users and technical staff to communicate issues, problems, and questions.
Research questions utilizing a variety of manuals and resources, and ability to work with staff in answering customer questions.
Keep abreast of industry and product(s) advances.
Minimum Education and/or Experience Requirements:
Excellent organizational skills with the ability to listen, follow up, attend to detail and accomplish desired results verbally and/or in written form to appropriately document issues.
1 to 2 years experience in Information Technology environment with focus on end-user service.
Superb prioritization and workflow skills.
Other Skills and Abilities:
Insurance industry knowledge or experience helpful.
Ability to work flexible hours.
Ability to learn quickly and work independently with or without direct supervision.
Ability to function effectively in a team environment.
Ability to represent iPipeline in a professional manner to clients.
Ability to maintain positive mental attitude in highly flexible environment.
||Salt Lake City, UT |