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Associate Tech Support Analyst

Company: Assurant
Location: Alpharetta
Posted on: December 4, 2019

Job Description:

Are you someone who loves breaking down technical problems into solvable components? --Do you have top-notch customer service and collaboration skills? --Are you interested in joining a team comprised of a dynamic mix of technical support professionals who are paving the way to support the Internet of Things? --If this sounds like you, we have an opportunity that may interest you.Our Technical Support Analysts are responsible for the following:

  • Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers. --
  • Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
  • Provide excellent customer service and ownership of technical support issues.
  • Work well in a high energy, dynamic, and collaborative environment.
  • Provide appropriate responses and expectations in a timely and efficient manner.
  • Work as the customer advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention. --
  • This job description is not intended to be all inclusive. --Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.Basic Qualifications:
    • 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
    • Strong experience and working knowledge in one or more of the following technical specialty areas:
      • PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
      • Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
      • Smart Home: devices such as assistants, smart lights, smart TV------s, thermostats, door locks, wearable technologies and other home-automation systems.
      • High school diploma or GED (post-secondary education preferred).
      • Must be able to type 30-40 WPM.Preferred Qualifications:
        • Bachelor------s degree preferred; Associates degree a plus.
        • 1 year of experience in technical support role.
        • Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
        • Experience working within a support organization providing phone/chat/email based support to customers.
        • Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
        • Excellent verbal and written communication and interpersonal skills.
        • Experience in writing technical documentation for inclusion in a Knowledge Base.
        • Experience with providing training and coaching, either to customers or to internal colleagues.
        • Able to collaborate, interact, cooperate and motivate across job functions and teams.This position is in a department that is open 365 days a year and we currently have schedules which have shifts starting and ending at 8:00 AM and 10:00 PM respectfully (hours subject to change over time). An individual's schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.

Keywords: Assurant, Alpharetta , Associate Tech Support Analyst, Professions , Alpharetta, Georgia

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