Technical Support Analyst IIII

Company: Mindlance
Location: Charlotte
Posted on: May 27, 2023

Job Description:

Job Description

Handles the more complex internal and external end-user support issues. May provide work direction or mentor or others on project team or lower level staff, to include performance management and associate development. Work is project-oriented and actual tasks must be defined by employee. Understands company goals and practices and applies them when resolving a variety of problems. Receives only general instructions on new work. Uses judgment and creativity and sound technical knowledge to obtain and recommend solutions. May interface with senior management to convey information. Makes a commitment to ensure that a customers needs are met by taking personal responsibility for service and quality. Appreciates that how each customer views satisfaction may vary depending upon their specific needs. To the extent that it is reasonable, goes the extra mile to make sure that each individuals needs are met. Follows up to monitor satisfaction/responds to additional requests/problems quickly. Tailors the information to appeal to the level and interest of others and prepares for others questions or reactions.Provides constructive feedback to the team, suggesting actions to improve individual and team performance. Assists the team to accomplish its goals beyond his/her assigned work. Outlines potential cost/savings outcomes of technology use. Troubleshoots or addresses significant limitations or problems of technology applications.Understands how ResCap operates and the interactions between departments and customer groups.

Mandatory Skills:
BS and 4 + years or equivalent. Competencies: 1)Ability to manage projects for effective customer system support 2)Ability implement quality measures and tracking 3)Ability to resolve customer related technical issues 4)Knowledge of specific enterprise wide IT platforms and applications 5)Ability to effectively communicate with customers to resolve their issues 6)Ability to mentor and provide work direction to project team members or lower level staff.

Keywords: Mindlance, Charlotte , Technical Support Analyst IIII, IT / Software / Systems , Charlotte, North Carolina