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Career Opportunities
JOB POSTING: Computer App Specialist (NYC, NY)
Configure, operate, manage, and maintain business applications and software systems. Req BA in CS or Edu or Assoc Deg in gen with 3 yrs exp in Computer training or e-learning prod mgmt + skills in E-Learning, Technical Documentation Writing, Second Level Support, Remote user technologies & Instruction delivery skills. Mail/Email res to HR, Leveraged Technology, Inc., 432 Park Ave South, New York, NY 10016 |
Leveraged Technology recruits candidates for the following positions in contact centers or on technical support help desks:
Pre-employment screening successfully matches candidates' skills sets and interpersonal skills to the appropriate position.
Problem Management Analyst
A contact center position that provides the opportunity to refine basic skills gained through education, experience and training. · Serves as a single point of contact for accepting and owning problems, inquiries, and service requests
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Accepts, records, and tracks all inbound contacts |
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Provides an accurate and complete description of the problem or service request |
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Escalates problems or requests according to established procedures |
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Owns and is accountable for problem management tickets |
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Senior Problem Management Analyst
A contact center position that focuses on identifying and resolving problems.
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Serves as a single point of contact for accepting and owning problems, inquiries, and service requests |
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Accepts, records, and tracks all inbound contacts |
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Provides an accurate and complete description of the problem or service request |
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Follows up on the status of a problem or request until it is addressed or satisfied |
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Executes and maintains escalation procedures |
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Participates in the design, development, and documentation of service delivery procedures for the support operation |
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Possesses knowledge of required software products |
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Associate Support Analyst
A technical support help desk position that provides the opportunity to refine basic skills gained through education, experience and training.
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Serves as a single point of contact for accepting and owning problems, inquiries, and service requests |
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Responds to contacts from end users having problems with computer software and hardware |
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Assists end users in investigating and resolving computer software and hardware problems |
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Provides accurate and complete description of the problem, inquiry, and service request in a problem management ticket |
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Owns and is accountable for problem management tickets |
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Dispatches problems and service requests in accordance with established support procedures Support Analyst A technical support help desk position that focuses on identifying and resolving problems. |
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Serves as a single point of contact for accepting and owning problems, inquiries, and service requests |
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Responds to contacts from end users having problems with computer software and hardware |
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Assists end users in investigating and resolving computer software and hardware problems |
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Executes a comprehensive problem determination protocol |
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Owns and is accountable for problem management tickets |
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Participates in the design, development, and documentation of service delivery procedures for the support operation |
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Support Analyst
A technical support help desk position that focuses on identifying and resolving problems.
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Serves as a single point of contact for accepting and owning problems, inquiries, and service requests |
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Responds to contacts from end users having problems with computer software and hardware |
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Assists end users in investigating and resolving computer software and hardware problems |
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Executes a comprehensive problem determination protocol |
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Owns and is accountable for problem management tickets |
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Participates in the design, development, and documentation of service delivery procedures for the support operation |
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Senior Support Analyst
A technical support help desk position that focuses on identifying and resolving problems.
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Serves as a single point of contact for accepting and owning problems, inquiries, and service requests |
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Responds to contacts from end users having problems with computer software and hardware |
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Assists end users in investigating and resolving computer software and hardware problems |
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Uses judgment to resolve the problem and/or request |
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Owns and is accountable for problem management tickets |
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Participates in the design, development, and documentation of service delivery procedures for the support operation |
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Assists in training Associate Support Analysts and Support Analysts |
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Support Team Lead
A first-line supervisory position that manages the daily administration of operational policies, procedures, and practices.
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Plans, organizes, coordinates, mentors, and directs the work of a shift to ensure daily activities are aligned with performance goals |
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Responds to contacts from internal and external customers |
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Identifies and communicates to the Support Manager problems requiring escalation to and from all levels of service providers, including the negotiation of critical responses, resolution of critical responses, and resolution times |
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Participates in the design, development, and documentation of service delivery procedures |
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Trains new employees on the policies and procedures of the support operation |
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Support Supervisor
A supervisory position that manages the daily administration of operational policies, procedures, and practices.
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Plans, organizes, coordinates, mentors, and directs the work of a shift to ensure daily activities are aligned with performance goals |
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Briefs employees on the mission and the performance objectives of the support operation |
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Provides regular updates on the performance of the work shift in meeting performance objectives |
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Schedules regular, informal progress reviews with the each employee prior to the formal performance evaluation interview |
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Identifies all resources necessary to support a work shift and works with the Support Manager to secure them |
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Identifies and communicates to the Support Manager problems requiring escalation to and from all levels of service providers, including the negotiation of critical response and resolution of critical responses and resolution times |
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Support Manager
The senior supervisory position that manages the administration of operational policies, procedures, and practices.
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Plans, organizes, coordinates, mentors, and directs the work of a shift to ensure activities are aligned with performance goals |
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Serves as the primary point of contact for the client regarding the support operation Serves as the primary point of contact for the client regarding the support operation |
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Develops and implements performance goals and objectives, operational policies and procedures, budgets, and schedules |
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Administers the interpretation and application of client policies, procedures, and directives |
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Breaks down broad mission objectives into specific, measurable performance metrics, and distributes these tasks to the staff |
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Monitors performance metrics regularly and plans corrective action to close gaps in performance |
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Schedules regular, informal progress reviews with each direct report prior to the formal performance evaluation interview |
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Designs communications to articulate and "market" the purpose and value of the support operation to stakeholders, such as senior management and key customer contacts. |
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