L1 EUX Engineer - Remote US Only - 2nd Shift 12PM to 9PM

L1 EUX Engineer - Remote US Only - 2nd Shift 12PM to 9PMDepartment: Blue Mantis Employment Type: Full TimeLocation: RemoteDescriptionThe L1 EUX Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The L1 EUX Engineer is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task. This is 2nd shift position required to work form 12PM EST to 9PM EST Hours. Key ResponsibilitiesAbility to work 2nd Shift From 12PM to 9PM EST. Resolve problems reported to the service desk by phone or web tickets Provide first-level contact and problem resolution for customer issuesProvide timely communication on ticket status and resolution.Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.Quickly and effectively communicate with customers within the set SLA.Work with vendor to resolve issues when required.Continuously improve upon technical skills sets within assigned areas of expertise.Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.Regular, predictable and punctual attendance. May occasionally need to work on holidays or weekends.Skills, Knowledge & ExpertiseExperience with providing technical assistance over the phone.Able to multi-task by working on multiple open tickets simultaneously.Experienced in working in a fast-paced environment with multiple priorities and projects.Able to investigate, analyze and troubleshoot customer issues. Comfortable making decisions on issue resolution without supervision.Demonstrates excellent verbal and written skills. Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.Qualifications:Experience in the Customer Service industryA+ Certification preferred but not requiredEnrolled in IT related class, certification training, or degree preferred, but not required.



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