Temporary Customer Support Analyst Education Networks of America
Are you seeking a temporary position that allows you to use your technical & detail oriented talents? ENA may have the right position for you! ENA is currently seeking a team to proactively monitor the ENA Network and create
tickets to catalog alerts that occur. In addition this team will provide outbound communication to both customers and vendors to report any service impacting items identified.
Monitor the ENA Network, acknowledge alerts, create tickets in Remedy, contact the customer and open tickets with underlying vendors as needed.
Escalate tickets to the CTAC following already established ENA processes to resolve the ticket. Performance will be based on creating tickets accurately, documenting customer and vendor contact attempts and ensuring alerts are acknowledged within defined timeframes.
Perform outbound communication with customers/vendors as needed.
Interact with the CTAC and other ENA departments on a regular basis to escalate outages and to ensure proper attention is assigned to outages.
Work in two different ticketing systems to ensure updates are completed in both systems accurately and timely.
As needed, perform historical reviews of outages or other incidents to gauge the impact and report back to ENA Management.
Complete Content Filtering Requests. Review content, and if determination of category cannot be made, escalate to CTAC for resolution.
Escalate customer contact records that are incorrect or need to be updated. As directed assist updating records.
Hours of coverage are Monday ? Friday 7am ? 6pm.
Must be customer focused and be able to multi-task between multiple incidents.
Strong organization skills with attention to detail.
Follow predefined and documented processes.
Pay range is $12-14/hour DOE. This position is temporary and not eligible for benefits.
||1101 McGavock Street |
Nashville, TN 37203