Quick Response Analyst

Thriveon is Minnesota’s leading IT Success provider, locally owned and operated since its founding in 2002. The Quick Response Analyst is responsible for triaging inbound client requests and resolving tickets to ensure client satisfaction.ResponsibilitiesHandle inbound client calls and tickets, triaging them to the appropriate team within 10 minutesGather relevant needed information so the request is actionable before passing to othersDecide whether request is something that was working now broke, net new functionality or related to an open project, warm handing off emergency requestsResolve quick requests like can’t login and users’ changes within 30 minutes to client satisfaction and root cause 95+% of the timeUpdate ticketing system with troubleshooting/resolution notes and documentation portal with changesMaintain existing Thriveon standardization and provide input to standardization team to further prevent issues or lower time to resolutionMaintain up-to-date Time Entries and Expenses for billing and accounting purposesParticipate in daily huddles and weekly meetingsComplete 1 hour of continuing education per week to improve job skillsExemplify Thriveon Core Values: Humble, Helpful, Ambitious, Coachable and CuriousSkillsMinimum of 6 to 12 months experience within relevant technical fieldExperience with Microsoft Windows, Office 365, general application support/troubleshootingKnowledge of small to mid-size business IT systemsOutstanding customer service skillsRapid decision makerDetail oriented with strong documentation skillsEffectively communicate in a non-technical way to clientsAssociate's degree in computer science, information sciences, or related field preferredBenefitsLatest technology tools: IT Management, Knowledgebase, Professional Service Automation, cellphone, laptop, and two screensLatest technical training: expert led events and on demand, certification reimbursementMedical & Dental Insurance 75% of family premium covered401K w/ 4% match3 Weeks PTO plus Paid HolidaysCompany OverviewThriveon is the leading IT provider in Minnesota, Florida and beyond. It was founded in 2002, and is headquartered in New Ulm, Minnesota, USA, with a workforce of 11-50 employees. Its website is http://www.thriveon.net.



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