Level II Support Analyst BestTransport

Description: This is a full time, salaried position (Salary range: 30,000 to 45,000). The new employee will be expected to take ownership of and be a single point of contact for customer issues until the issues are resolved. Person will also be expected to work on Customer Support projects, in addition to QA testing, as needed.

Responsibilites


Under minimal supervision, follow established processes and procedures to provide customer support to clients via telephone, email, fax, or chat utilities
Identify customer concerns and resolve or escalate customer issues within documented time frames
Ensure timely follow up to all tickets opened, regardless of assignee
Utilizes resources such as knowledge bases, websites, and help desk tools to locate solutions to known problems
Troubleshoot system problems and provide solutions using specific product knowledge, system utilities, and operating environment
Proactively seek out solutions to less common problems, develop workarounds for customer problems, and perform bug verification for reported issues when appropriate
Escalates problems and issues to a higher level of support as appropriate
Log and properly documents all issues and follow-up information
Help analyze problem patterns and trends and recommend corrective action where appropriate
Demonstrates a consistent sense of urgency and follows up on open issues to insure resolution
Document FAQs for self help as well as Level 1 Support technicians
Provides training to other team members as needed
Participates on special projects as assigned
Performs User Acceptance Testing (UAT) prior to release to customer for UAT signoff and approval
Other duties as specified

Requirements


Software helpdesk or support experience required
Knowledge of internet environments
Knowledge of troubleshooting logic and techniques
Able to work under pressure and be able to prioritize workload
Ability to handle multiple incoming lines and heavy phone traffic
Detail-oriented with a willingness to help others/ share knowledge
Strong oral and written communication skills, with the ability to present technical concepts in common language.

Location:	400 West Wilson Bridge Road Columbus, OH 43085 United States