Service Desk Technicican

USAN, Inc. is a leading provider of Cloud Contact Center Solutions with over 30 years of experience enabling CCaaS transformations and empowering businesses to deliver exceptional omnichannel customer experiences. With a strong focus on innovation and customer success, USAN offers a comprehensive suite of CCaaS solutions that enable organizations to optimize their contact center operations and drive superior outcomes.

Overview

As a Service Desk Technician, you will provide Tier 1 support for USAN and its customers. Using established documentation and procedures, technicians will diagnose and resolve internal and external issues in a timely and efficient manner. When necessary, you will escalate issues that extend beyond Tier 1 support to the appropriate department. An important measurement of performance is ensuring customer inquiries are resolved per established service level agreements. Technicians will work out of the Network Operations Center, which is a 24x7 operation. The available position requires shift work. All applicants will be required to work designated shifts, weekends, and holidays.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over email and phone.
• Manage various types of tickets in ServiceNow and seek resolution within company standards and customer expectations.
• Audit ServiceNow tickets to ensure overall quality and accurate customer designation.
• Monitor platform and application health using provided dashboards and network diagnostic tools.
• Audit internal procedures to ensure accuracy and relevance in the current production environment.
• Follow incident management protocol by establishing internal and external bridges.

Basic Qualification

• A two-year college or technical school accomplished, OR
• Two years of cumulative industry experience in a related field

• Excellent verbal and written communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Experience with documenting and following procedures.
• Ability to analyze trends in production metrics to extrapolate actionable data for escalation.
• The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• An individual should have working knowledge of Microsoft Suite of products, database software, and incident tracking tools.
• Problem solving skills.

Preferred Qualifications

• Working knowledge of ServiceNow.
• The ability to write reports and procedural documentation.
• Outstanding customer service skills and a dedication to the customer service experience.

Job Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time Off
• Vision insurance