Note: The job is a remote job and is open to candidates in USA. Forvis Mazars is a firm that provides innovative technology solutions through its Firm Technology Services team. They are seeking a Support Analyst I to provide enterprise-level assistance to end users, focusing on troubleshooting hardware and software issues while ensuring high-quality customer service.
Responsibilities
• Maintain a courteous and professional manner when interacting with personnel
• Achieve and maintain high quality in work, client relations and team relations
• Meet performance metrics and standards
• Acts as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
• Adheres to written procedures, checklists and all quality control associated with project deployments
• Ability to retain and protect confidential material
• Direct requests and unresolved issues to their manager
• Deliver excellent customer service by phone, email, instant messaging, and video conference
• Record details of actions taken inquiries, comments, and complaints Promotes the use of self-help catalog and references Known Error DB or Knowledge Base
• Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
• Follow up on end-user interactions
• Investigate end-user problems and attempts to identify their source
• Duties include answering the support line, recording the call, first level corrective action, and escalation
• Utilize all available technology to attempt first call resolution
• Responsible for keeping the end user informed of status of their ticket and to set realistic expectations
• Ensuring all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at - Effectively manage backlog to assist in meeting departmental goals
• Escalate tickets to higher level of support when unable to resolve within a 30-minute period
Skills
• High school diploma or equivalent
• Associate's Degree
• 1+ years of customer service in technical environment or equivalent training
Company Overview
• Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. It was founded in 2022, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 5001-10000 employees. Its website is https://www.forvis.com.
Company H1B Sponsorship
• Forvis Mazars US has a track record of offering H1B sponsorships, with 11 in 2024, 15 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.
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