Product Technical Support Analyst - HybridGenesis10 is currently seeking a Product Technical Support Analyst - Hybrid position with a Global Financial Institution located in Pennington, NJ. This is a 12+ month contract opportunity.This role involves providing first-line technical support for internal employees via voice and chat channels within a 24/7 Global Service Desk. The successful candidate will join a fast-paced environment, troubleshooting Microsoft applications and proprietary systems, with a strong focus on delivering excellent customer care.
This is a hybrid position requiring 4 days onsite and 1 day remote, contingent on performance.Responsibilities:Provide first line support for internal employees via voice and chat channelsPartner with regional and international teams to deliver best in class client careEffectively manage multiple live chats simultaneously while achieving core metrics for operations and qualityPerform basic troubleshooting of Microsoft applications and proprietary systemsDocument tickets clearly for second-line teams when first line resolution cannot be attainedRequirements:1-3 years of relevant experienceExcellent client care and customer service skillsAbility to work well as a team and build relationships with global partnersExcellent organizational skills, with the ability to prioritize workloadAbility to multitask and maintain focus on all areas of responsibility concurrentlyAbility to consistently meet or exceed performance targets and goalsAble to work in a fast-paced environmentDesired Skills:Technology Call Center and or Customer Service experienceAbility to utilize multiple resources to determine causes and resolutions of problems and incidentsHardware Support experience with Windows 10/11Software Support experience with MS Office suite, Office 365, SharePoint, and SkypeNetwork experience with Citrix, VPN, and Cisco AnyConnectFamiliarity with ITSM Remedy is a plusPay range: $10.04 - $18.04 per hourOnly candidates available and ready to work directly as Genesis10 employees will be considered for this position.