20 days old

Technical Support Analyst

Kelly Services
Lawrenceville, GA 30049
**Kelly Service is seeking multiple Technical Support Analyst openings with a large software company in Lawrenceville, GA!**

**Job Title:** Technical Support Analyst


There has never been a better time to be with our client.

They are a global leader in software and services to small to medium sized businesses throughout the world. Now is a time to be a part of their team.

Our client is currently looking for a Customer Support Representatives in Lawrenceville, GA.

As a Customer Support Representative, you will be responsible for enhancing each customers relationship with our client. This objective will be primarily accomplished by providing assistance for customers with questions or issues regarding our clients products or services and their application in their customers business operating environment. Support is provided in adherence to company guidelines, and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional client products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team based project work


+ Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

+ Identifies the root cause of the clients software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.

+ Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards.

+ Assists customers in gaining the most value from our clients products and services.

+ Identifies additional opportunities for client solutions to benefit the customer's business needs.

+ Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources.

+ Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.

+ Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization.

+ Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures.


+ High School Diploma or GED or equivalent experience required.

+ Six months to two years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; business intelligence; sales and customer relationship management; human resources, benefits, and payroll; information technology; construction and real estate; operations and inventory management.

+ Six months to two years of experience in a customer-facing role in an office environment with the ability to build collaborative relationships through the use of positive language and a service-oriented attitude.

+ Requires the ability to adhere to a structured work schedule and efficiently self-manage work time.

+ Requires strong problem solving skills, including the ability to actively listen, and ask meaningful probing questions.

+ Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions.

+ Requires strong verbal, listening, and written communication skills.

Pay rate: $15/hr.

Schedule: 9:00 6:00 PM for 8-9 week training.

After training your schedule will move to 11-8 PM Monday through Friday.

**Why Kelly** **** **?**

With Kelly, youll have direct connections to leading IT organizations in the best companies around the globeoffering you the chance to work on some of todays most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100 companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2019-10-25 Expires: 2019-11-25

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Technical Support Analyst

Kelly Services
Lawrenceville, GA 30049

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