[Remote] Response - Support Analyst I

Note: The job is a remote job and is open to candidates in USA. Forvis Mazars is a firm that provides innovative technology solutions through its Firm Technology Services team. They are seeking a Support Analyst I to provide enterprise-level assistance to end users, focusing on troubleshooting hardware and software issues while ensuring high-quality customer service. Responsibilities • Maintain a courteous and professional manner when interacting with personnel • Achieve and maintain high quality in work, client relations and team relations • Meet performance metrics and standards • Acts as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems • Adheres to written procedures, checklists and all quality control associated with project deployments • Ability to retain and protect confidential material • Direct requests and unresolved issues to their manager • Deliver excellent customer service by phone, email, instant messaging, and video conference • Record details of actions taken inquiries, comments, and complaints Promotes the use of self-help catalog and references Known Error DB or Knowledge Base • Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes • Follow up on end-user interactions • Investigate end-user problems and attempts to identify their source • Duties include answering the support line, recording the call, first level corrective action, and escalation • Utilize all available technology to attempt first call resolution • Responsible for keeping the end user informed of status of their ticket and to set realistic expectations • Ensuring all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at - Effectively manage backlog to assist in meeting departmental goals • Escalate tickets to higher level of support when unable to resolve within a 30-minute period Skills • High school diploma or equivalent • Associate's Degree • 1+ years of customer service in technical environment or equivalent training Company Overview • Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. It was founded in 2022, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship • Forvis Mazars US has a track record of offering H1B sponsorships, with 11 in 2024, 15 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job