• Technical Analyst

    State/Province
    Florida
    Position Type
    Regular Full-Time
  • Overview

    Come Be Apart

    Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

    Responsibilities

    • Create reports and analyze data to identify areas of improvement, make recommendations on process changes, and train technicians on change
    • Create, modify, and maintain ServiceNow Technical Support Knowledgebase with current and accurate documentation, ensuring conformity with current templates and entry requirements
    • Create new ServiceNow email templates and modify existing templates to continue driving effective organization of information and ease of use
    • Perform quarterly reviews of escalation, troubleshooting and grid information with Client Results teams to ensure accuracy and relevancy of information
    • During new client implementations or projects, participate in testing, documentation creation, and team training
    • Create, schedule, track, record, report on Technician training of new applications, changes to existing process, coaching opportunities
    • Work with Client Results teams to reduce days to resolve on open incidents, including identifying areas of opportunity to improve process
    • Work escalated incidents for further troubleshooting or research for resolution
    • Other duties as assigned
       

    Qualifications

    • Excited about beginning a career in IT
    • Quick learner who enjoys a fast-paced environment and is excited about learning new things
    • Manage multiple competing priorities and change tasks quickly
    • Excellent customer service and critical thinking skills
    • Ability to write clearly and communicate information and ideas. Excellent verbal and written communication, with ability to interact professionally with diverse groups and levels
    • Ability to explain concepts and processes to others in an easily digestible manner
    • Ability to present material in a basic and organized manner for training scenarios
    • Ability to organize workload and prioritize responsibilities
    • Ability to work independently with limited direct supervision as needed to accomplish the responsibilities of the position
    • Dependable, self-disciplined, and self-initiating
    • Bonus qualifications:
      • Previous Technical Support knowledge, including thorough understanding of Tier 1 and 2 process and procedure
      • Experience in reporting, data and trend analysis

     

    Competitive Compensation and Benefits which include

    • Health/ Dental/ Vision/ Flex Spending Benefits
    • 401k Retirement
    • Great PTO and Holiday Plan
    • Maternity/ Paternity Paid Leave
    • Life and Disability Insurance
    • Tuition Reimbursement
    • Great Place to Work

     

    When smart creative and passionate people get together, the results are astounding and the opportunities limitless.

     

    Achieve your potential at Arise.

     

    Diversity creates a healthier atmosphere: equal opportunity employer M/F/D

    Next Steps

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed