Engineering Support Analyst (Information Technology)

Engineering Support Analyst

Answer inbound requests from customers, and internal parties, regarding service for issues affecting their environments across all platforms. Consistently delivers an excellent customer experience, employing business standards, when guiding service requests from inception through closure. Maintain ownership of the ticket, actively and effectively driving it forward, while communicating constantly with all parties involved.

 

What you'll be doing:

• Effectively manages a queue of Global service events, to ensure that each one receives the proper attention and follow up required to drive an excellent customer experience.
• Interpret customer's technical information to document a Service Order and generate a step-by- step action plan for resolving service events.
• Promptly answer incoming calls, emails, live chat, automated alert notifications, and all other channels, entering necessary information and taking appropriate action(s) to open and progress service requests in the call tracking system.
• Manage and facilitate the tools that monitor customer systems and environments.
• Process email communications utilizing appropriate email platform, while responding or routing to the appropriate person or teams.
• Develop action plans or provide part information in a timely manner for field engineers to execute onsite. This includes interpreting log files from an array of Product Lines.
• Dispatch Service Orders to the Field Engineering team once appropriate Action Plan and details have been added to the Service Order.
• Work closely with internal Park Place Technologies employees and external partners to assist with providing an excellent customer experience.
• Must display strong team spirit and willingness to work with others.
• Strong customer focus and adaptability to different personality types.
• Meet or exceed departmental call, handling, and metric standards, as well as applicable Service Level Agreements.
• Participates positively and constructively in team meetings.
• Strong verbal and written communication skills.
• Must be able to work in fast-paced, “no idle time” environment.
• Ability to be productive with minimal supervision; excellent time management skill set.
• Able and willing to learn independently.
• Reliable attendance.

 

What we're looking for:

• 6 months or more of experience working in Park Place Technologies' Support Center or similar
• department.
• Displays technical aptitude or a strong desire to improve technical aptitude.
• Excellent customer experience focus.
• Good understanding of the business and the functions of other departments.
• Advanced problem resolution skills.
• Strong verbal and written communication skills.

 

Bonus Points:

• N/A

 

Education:

• GED, High School Diploma, or higher.

 

Travel:

• 0%

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Operations