Case Analyst

C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Overview

The Case Analyst is responsible for answering phone calls, emails, customer ticketing systems and monitoring systems for case creation. This individual will work with customer to provide solutions for troubles and follow up with customers to ensure completion of work to customer satisfaction.

Responsibilities

• Reads and comprehends customer handling instructions in the ticketing system
• Logs into a split and/or queue to answer designated calls into the Managed Service and Support Center (MSSC)
• Creates Alert cases to track all work for customers received
• Follows up with customer contacts to ensure satisfactory completion of work
• Ensures compliance with designated contracts for managed services customers
• Manages Internal Resources & Business Partners to meet contractual SLA’s
• Triages calls, emails and other work requests for severity and gather appropriate initial information and starts the resolution process; completes work if possible
• Dispatches Engineering resources as needed

Qualifications

Required Qualifications

• Two years of experience working in external customer facing environment for support
• One year of experience in a telecommunication environment or telecommunication organization
• Must possess strong computer skills and excellent working knowledge of general business applications, including MS Word and Excel
• Must possess excellent oral and written communication skills in English
• Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
• Highly skilled in writing with details, accuracy and consistency
• Strong analytical, interpersonal, and relationship building skills
• Must be familiar with both voice and data equipment and technologies
• Strong work ethic and personal drive to excel
• Strong sense of urgency and commitment to get the job done
• Superior negotiation, coordination, and conflict resolution skills
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications

• Bachelor’s degree in computer information systems, Accounting, or Business or 4 years on the job experience
• Two years working experience in the managed services industry
• Experience using an automated ticketing system
• Experience supporting Telecom/Network hardware and software
• Second Language oral and written fluency
• Understanding of quality processes including ITIL

Additional Information

Work EnvironmentAbility to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.Physical EnvironmentPhysical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.Other Duties/ChangesThis job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO StatementC1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details, please view the EEO Policy Statement (EEO Policy Statement) and/or the current version of the workplace poster (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf; https://www.eeoc.gov/poster)

E-Verify: E-Verify

Right to Work: Right to Work Poster