TierPoint LLC Enterprise Operations Analyst in Saint Louis, Missouri
OVERVIEW The EOC Analyst requires basic systems administrative skills and capabilities as well as a strong customer service background. This position is responsible for receiving incoming calls and alerts regarding services for both internal and external customers. Calls, e-mails, or monitored events may require the creation and escalation of a thoroughly documented ticket. The analyst is also responsible for identifying critical issues and engaging key resources while gathering information needed to effectively escalate problems in a fast-paced environment. Analysts in this position will be working in a fast paced, and sometimes high-pressure, environment and as a part of a team which is staffed on a continual 24/7/365 basis.RESPONSIBILITIES * Provides quality internal and external customer service surrounding the Company values. * Utilizes tools to identify and remediate/escalate incidents quickly. * Perform basic diagnosis and troubleshooting of technical events. * Train and master entry level system administrative tasks * Identify critical issues and engage key resources in a timely manner * Gather and document information from multiple sources to determine path of escalation * Thoroughly document all actions utilizing company tools including ticketing system * Maintain professionalism in all communications via phone, chat, and email. * Ability to follow written process documentation consistently * Continually assist in evaluation and improvement of internal processes and procedure * Maintain a presentable appearance * Participate in Incident Management Duties * Monitor critical systems to ensure they are running correctly * Other duties as assignedQUALIFICATIONS * Must possess strong customer service attitude and interpersonal skills. * Ability to multi-task in order to meet primary goals as well as other duties as assigned. * Availability to work shifts as assigned including holidays or weekends. * Must be comfortable working on the phone with clients and peers. * Must be reliable and punctual critical that this position is covered at all scheduled times * Must be available to work all shifts if coverage gaps arise * Proven ability to work effectively and cooperatively with others as well as independently * Demonstrated flexibility, organization, and self-motivation * Willingness to learn new processes or procedures and grow technical skill set * Maintain professional communications with clients at all time * Hands-on Personal Computer experience * Must be able to type 50 WPM, with accuracy * Adequate professional experience and knowledge to perform Job Responsibilities * Excellent verbal, written, and interpersonal skills * Ability to prioritize and organize effectively * Ability to work on multiple projects simultaneously * Ability to work both independently and with others * Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines * Proficiency in using MS Office Suite and Windows-based computer applications Preferred Experience * Prior work in a technical call center or ticket routing setting * 1 year of work experience in a customer service role * Experience in supporting customers with strict service level agreement requirements * Prior experience particularly in the data center industry Working Conditions * Office environmentOPTIONS Apply for this job onlineApply Share Email this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeedApplication FAQs Software Powered by iCIMScompany's websiteEqual Opportunity Employer/Veterans/DisabledEmployer's Job# 2020-1502Please visit job URL for more information about this opening and to view EOE statement.