Purpose of the position.
The Tier I Analyst sits within the EDQ Support Team and is responsible for supporting our clients with on premise and hosted application issues.
This role is based on a technical analyst who works alongside our clients, providing timely and relevant solutions to address their concerns for data quality.
Functions and Responsibilities
Provide application support to customers with a focus on building and maintaining a high level of customer trust and confidence.
Review customer submitted issues and work with them via email and phone to capture the additional information needed to analyze it.
Leverage EDQ’s documentation to determine how to best proceed with a given issue.
Manage client expectations regarding the status of their ticket through regular communication via phone or e-mail.
Engage with the customer and other support team members such as Account Managers to gain an understanding of the customer’s environment, contract and goals.
Responsible for updating customer information as needed.
Receive and log all phone calls, emails and web forms within Salesforce tracking system
Attempt to resolve incidents or requests on first contact when possible prior to escalating to Tier II Support Team.
Evaluate issues by interpreting end-user’s problem descriptions to determine resolution or best course of action.
Identify problem trends and report to supervisor for further analysis.
The schedule for this position is Sunday to Thursday from 5pm to 12 Midnight.
Ability to resolve issues over the phone utilizing remote controltools.