Tech support

Job Title: Global Tech Support

Duration: 6 Months

Location: Santa Monica, CA, USA

Pay Range: $18.65 per hour

Intelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and solutions. Our team of rich experts from diverse backgrounds contributes to making Intelliswift one of the most reliable partners in IT and Talent solutions. We specialize in delivering world-class Digital Product Engineering, Data Management and Analytics, and Staffing Solutions services to Fortune companies, SMBs, ISVs, and fast-growing startups.

Description of responsibilities:

The Global Tech Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing
issues, identifying, researching, and resolving technical issues that are raised. The Global Tech Support Analyst documents, communicates, tracks, and
monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level
Agreements. Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company. - Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email.
- Interprets, analyses, researches and resolves simple to moderately complex inquiries
- Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
- Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.
- Research, resolve, and respond to all calls, e-mails, chats, call-backs, and Self-Service requests in a professional and timely manner in
accordance to established guidelines and procedures
- Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
- Utilizing the internal knowledge base, experience and team resources
- Provide technical advice, guidance, and informal training to customers
- Support, maintain, and train users on mobile handheld devices
- Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line
services and all other current technology used to support end users
- Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.
- Support multiple locations and remote users via remote tools
- Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary
support to customers
- Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team
resources
- Document issues and troubleshooting steps concisely in the ticketing system
- Follow up on open issues with escalation groups to provide updates to customer

Intelliswift is committed to fair and equitable compensation practices. The range provided for this position is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location. Intelliswift offers medical insurance, dental insurance, vision insurance, supplemental life and AD&D insurance, and any other benefits per state law.

Equal Employment Opportunity Statement Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law.

Americans with Disabilities Act (ADA)

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department

Other Employment Statements
Intelliswift participates in the E-Verify program.

Learn More For information on Intelliswift Software, Inc., visit our website at .

• Dice Id: 10108150
• Position Id: 8312878