The Cloud Application Analyst must be customer service oriented with the ability to trouble shoot issues over the phone and via screen share with remote clients. Answer incoming calls and emails from clients, collaborate with Level 3 technical support to escalate ongoing issues. The Cloud Application Analyst will investigate, monitor and resolve problems as the first line of technical support for clients, and requires expertise in setting up new clients for all customers. This is a remote position and can be located anywhere in the US.
PRIMARY RESPONSIBILITIES
- Answers incoming calls and emails regarding all service issues and trouble tickets accordingly in a 24 hour a day, 7 days a week, 365 days a year NOC environment.
- Setup of new clients for all customers
- Performs investigation and/or troubleshooting of system and network issues to determine root cause.
- Provides advanced application and desktop troubleshooting and support per documented procedures as the first level escalation point for all customer issues.
- Thoroughly documents steps taken to resolve incidents in ticketing system.
- Manage custom monitoring application and ticket queue to ensure service availability and performance by acting on alerts within allotted timeframes.
- Provides customer with ticket status updates and completes customer callbacks when issues have been resolved.
- Manages trouble tickets thru resolution and provides notifications internally as well as externally as required to ensure resolution in accordance with service level agreements.
- Notifies Management when SLAs are nearing violation terms or have been missed.
- Provide management with requested reports as needed.
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
Required Skills
- Strong verbal and written communication skills.
- A professional attitude and courteous manner towards clients, partners and staff.
- Able to adapt quickly to change and prioritize work activities in response to changing priorities.
Required Experience
- 3-5 years experience in Help Desk support or Customer Service support
- 3pm - 11pm Shift
- Working knowledge of Microsoft OS and MS Office and all popular browsers
- Experience troubleshooting Windows operating systems including Windows 10 and Windows Server 2012/2019 highly desired.
KOFAX, INC. IS AN EQUAL OPPORTUNITY EMPLOYER M/F/DISABILITY/VETS