Level II Service Analysts - NEEDED NOW!! - CDI (Charleston, WV)

CDI Corporation has immediate openings for Level II Service Analysts to work at our Cross Lanes WV Call Center Multiple shifts available 10 shift differential is paid JOB SUMMARY The Level II Analysts primary responsibility is to perform technical troubleshooting for the end user The Level II Analyst documents clear resolutions in a ticketing system andor transfers appropriately to a Level III group Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user ESSENTIAL FUNCTIONS Provide Level II support to the client Answer calls professionally Respond to customer inquiries Identify and escalate priority issues Route calls to appropriate resource Follow up customer calls where necessary Use of great customer service principles and practices Maintain technical documentation in ticketing systems Perform software and hardware troubleshooting Input data into a form driven database KEY COMPETENCIES Team Player Works cooperatively interfaces effectively gains confidence and trust of others recognizes strengths and limitations of self and others focuses on performance of others rather than personality Adaptability Responds resourcefully to rapid change and ambiguity Works constructively under pressure Encourages change Ethics Acts with Integrity Shows consistency among values and builds trust with others through building credibility and followthrough on commitments Interpersonal Relations Effectively deals with supervisor subordinates peers and other business contacts Relates to others in an open friendly and cooperative manner Sound Judgment Applies broad knowledge when addressing complex issues Defines issues clearly Takes all critical information into account to make timely tough decisions Initiative Assumes additional assignments without being told can be counted on to follow through accepts responsibility for completion of assignments expends the effort and time to do the job well continues professional development Customer Focus Consistently responds to internal and external customers requests to properly identify and resolve concerns understands how their job impacts the work processes of others MINIMUM REQUIREMENTSPREFERENCES Excellent Customer Service experience in a high volume IT Call Center Ability to understand user needs and articulate a solution Excellent communication skills with the ability to communicate effectively via documentation telephone and email with customers and peers in varying roles Excellent skills in the following areas Communication Interpersonal Analytical Problem Solving Ability to troubleshoot system and application passwordlogin issues Proficient in all Windows platforms Excellent understanding of LANWAN connectivity PC software Windows operating systems (XP Vista W7) and applications networks and hardware (peripherals) with moderatetohigh level software network and hardware troubleshooting skills gained through experience andor training Excellent understanding of Help Desk environment including operations processes etc Ability to multitask 2+ years of Call Center experience preferred A+ Certification preferred but not required other certifications a plus CDI Corporation is an Equal Opportunity Employer

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