Senior Technical Support Analyst - Remote in Certain States

BASIC FUNCTION

Provide advanced tech support to contracted remote call center PROs, non-PRO contractors, and Working Solutions staff to support and sustain program technology; Enable productivity and contribute to the growth and success of Working Solutions.

PRINCIPAL ACCOUNTABILITIES

• Complete research and/or training necessary to understand WSOL and client technologies and requirements.
• Interact with Contact Center agents (PROs) via chat, phone & ticketing system
• Monitor ticketing systems and provide escalated tech support responses for issues not resolvable with initial troubleshooting or documented end-user instructions.
• Provide direct remote support for standard to advanced technological issues and gain a more direct understanding of a reported issue.
• Provide accurate, professional, and timely responses to supported end-users through all available communication channels ...