IT Customer Support Analyst I

Overview

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2024!

Position Summary:

The Customer Support Center Analyst I role provides remote first-tier helpdesk support for internal and external customers via phone, chat, and self-service. Serving as the first point of contact for technical issues for all internal and external customers for AIS, Mercury, and Orion customers.  

Geo-Salary Information

State specific pay scales for this role are as follows:

$50,056 to $90,100 (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$45,505 to $81,909 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$40,955 to $73,718 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Essential Job Functions:

• Provides customer focused helpdesk support performing remote troubleshooting through diagnostic techniques and pertinent troubleshooting which may include recreating user problems. With the end goal of guiding the customer toward resolution
• Process account password reset, unlocks and extension following company PCI standards
• Prioritize customer satisfaction in every interaction, directing unresolved issues to the next level for prompt resolution
• Ensures all customer interactions are documented in a CRM tool
• Follow up with customers to ensure satisfactory service
• Ensures all department and company policies, procedures security, and PCI measures are strictly followed during all customer interactions and in daily operations
•  Regular attendance at work on a full-time schedule of at least 8 hours and 40 hours per week
• Other functions may be assigned

Qualifications

Education:

• Associate degree in computer science, Information Systems, or related field.

Experience:

• 2 years of customer service experience preferably in Call Center or Helpdesk.
• Or equivalent combination of education and experience.

Preferred Experience:

• 2 or more years of experience working in a Tier 1 or higher helpdesk position
• 1 or more years of experience supporting Guidewire 

Knowledge and Skills:

• Type minimum of …