Quick Response Analyst

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Thriveon is Minnesota’s leading IT Success provider, locally owned and operated since its founding in 2002. The Quick Response Analyst is responsible for triaging inbound client requests and resolving tickets to ensure client satisfaction.

Responsibilities

Handle inbound client calls and tickets, triaging them to the appropriate team within 10 minutes
Gather relevant needed information so the request is actionable before passing to others
Decide whether request is something that was working now broke, net new functionality or related to an open project, warm handing off emergency requests
Resolve quick requests like can’t login and users’ changes within 30 minutes to client satisfaction and root cause 95+% of the time
Update ticketing system with troubleshooting/resolution notes and documentation portal with changes
Maintain existing Thriveon standardization and provide input to standardization team to further prevent issues or lower time to resolution
Maintain up-to-date Time Entries and Expenses for billing and accounting purposes
Participate in daily huddles and weekly meetings
Complete 1 hour of continuing education per week to improve job skills
Exemplify Thriveon Core Values: Humble, Helpful, Ambitious, Coachable and Curious

Skills

Minimum of 6 to 12 months experience within relevant technical field
Experience with Microsoft Windows, Office 365, general application support/troubleshooting
Knowledge of small to mid-size business IT systems
Outstanding customer service skills
Rapid decision maker
Detail oriented with strong documentation skills
Effectively communicate in a non-technical way to clients
Associate's degree in computer science, information sciences, or related field preferred

Benefits

Latest technology tools: IT Management, Knowledgebase, Professional Service Automation, cellphone, laptop, and two screens
Latest technical training: expert led events and on demand, certification reimbursement
Medical & Dental Insurance 75% of family premium covered
401K w/ 4% match
3 Weeks PTO plus Paid Holidays

Company Overview

Thriveon is the leading IT provider in Minnesota, Florida and beyond. It was founded in 2002, and is headquartered in New Ulm, Minnesota, USA, with a workforce of 11-50 employees. Its website is http://www.thriveon.net.

Apply To This Job