Client Support Analyst

We are looking for a Client Support Analyst to help service our growing footprint of digital customer experience devices. The perfect candidate must have a servant attitude, excellent analytical troubleshooting skills, and a hunger to constantly learn.

This position is an excellent foot in the door with a growing tech company. The majority of our current technology team entered the company and have since been promoted to other roles!

The Support Analyst role is customer facing and works to troubleshoot a media player device, its internet connection and the cabling to a playback device. The media player devices could be Windows PCs, iPads, Chromeboxes or the System on Chip media players built into commercial monitors. These media players are connected to digital signage displays.The media player device could also be a Windows PC acting as a music player which is connected to an amplifier and speakers for overhead music. In some cases we provide the Internet connectivity for these devices, so there is a skill set needed for Firewalls, switches, and Wifi Access points.

Experience and Abilities

• Ability to work independently and be a ‘hunter’ of computer systems/security issues and vulnerabilities. Drive each issue to resolution and properly document solutions for use in the future by other members of the team. The individual should feel comfortable jumping into an issue and starting where they are, not forgetting who they are, where they come from and what their current ground reality is. Our goal is to provide long lasting resolution to genuine problems.

• Experience with any call center ticketing system and soft phone software. We are looking for an individual who can bring their experiences into our organization and help us to “make it better.” This is a virtue that all team members should have. We focus on value internally and externally for our clients.

• Ability to be client facing on the phone or using a web meeting to assist in troubleshooting remote issues with non-technical individuals. We look to design for experience and want feedback where our clients are struggling with the experience. We also seek to be as transparent as possible in our communication with all stakeholders. Good or bad, whatever be the situation, it should be clearly communicated to our stakeholders. All the decisions along with their rationale should be explained to the audience. Precaution should be taken to not divulge unintended information to the unintended audience. Still, there should be transparency and the desire to develop relationships with our clients. We do not want clients to feel like they are just a number.

• Ability to see the big picture and work holistically. Our work and service not only help to solve a problem, but it interacts with a lot of other components in the ecosystem also whether technical, mechanical, and emotional or culturally. We are mixing technology and experience. The ideal candidate will be able to ‘see’ outside of their specific role when evaluating and solving problems. This involves direct observation when evaluating issues

• Ability to collaborate with team members. Not everybody has the answer or solution to everything. So better to get the best people for their competencies and sometimes, more minds can give you better results. So, mix and collaborate. We are a team and we succeed and fail as a team. We seek to be intentional to inspire and resolve conflict with our team members and members of other teams in the organization.

Responsibilities

• Field incoming calls and emails

• Create, update, and ultimately close tickets upon resolution for the respective issue

• Receive and document all incidents and interactions related to any hardware, software, and network issues

• Responsible for daily tasks to maintain network service level agreements

• Monitor and maintain issue reports and change requests through help-desk systems

• Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements

• Work with remote technicians to swap in failed hardware

• Participate in team meetings and discussions

• Provide other means of support to customers and team members as needed

"Regular Full Time work schedule will be 40 hour flexible shifts across seven days a week from 12:00pm to 8:30pm, Pacific Time or 9:00 am to 5:30 pm Hawaii Time USA depending on where the candidate lives."

Part time shifts are also available.

Group health benefits (Medical, Dental, Vision, Long Term Disability) available for full time team members after 90 day waiting period.

401K retirement plan with up to 4% match on a 5% contribution

We are looking for someone with:

• A+ certification or equivalent experience
• Strong hardware troubleshooting experience and/or education
• Experience and/or education with Windows 10 IoT, Apple IOS, Google ChromeOS
• TCP/IP and Ethernet network experience and/or education
• Excellent customer service skills
• Detail oriented
• Ability to work independently
• A stable work history

There is no such thing as a technology dead end in our business. We need a team member who knows how to find solutions, make things happen, and have fun in the process!