Customer Support Analyst
SA Technologies Inc. (www.satincorp.com) is a market leader and one of the fastest growing IT consulting firms with operations in US, Canada, Mexico & India. SAT is an Oracle Gold Partner, SAP Services Partner & IBM Certified enterprise.
All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.
Position: Customer Support Analyst
Location: Kennesaw, Georgia 30144
Duration: 3 Month Contract to Hire
We have 4 open three month contract to hire IT Customer Support Analyst positions for our direct client in Kennesaw GA. The ideal candidates would be local and have the following experience:
- Strong call center experience
- SQL
- Retail technical support
- Strong technical skills
- Active Directory
- Service Now
- Excellent multi-tasker (will have 5 or 6 systems working at once)
- Excellent troubleshooting skills
Duties
- Answer Inbound ACD Calls:
- Answer ACD calls within duration specified within the KPI (key performance indicator) for average wait time (AWT)
- Address all ACD calls within a duration specified within the KPI (key performance indicator) for average handle time (AHT)
- Maintain individual call abandon rate that is at least 2% below the departmental goal for abandon rate (ABD)
- Inbound E-mail support (All Non-Critical Issue Types)
- Respond to inbound e-mails from customers to the NSC within parameters defined NSC management
- Inbound Chat Support (All Non-Critical Issue Types)
- Respond to chats from customers to the NSC within parameters defined by NSC management
- Additional Duties
All your information will be kept confidential according to EEO guidelines.