Quick Response Analyst (in-office & remote)
Company: Thriveon
Location: Eden Prairie
Posted on: March 16, 2023
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Job Description:
Summary Quick Response Analyst is responsible for triaging
inbound client requests, and resolving tickets to client's
satisfaction. Compensation and Benefits * Salary $42,000- $47,000 *
Latest technology tools: IT Management, Knowledgebase, Professional
Service Automation, cellphone, laptop, and two screens * Latest
technical training: expert led events and on demand, certification
reimbursement * Medical & Dental Insurance 75% of family premium
covered * 401K w/ 4% match * 3 Weeks PTO plus Paid Holidays Company
Overview Thriveon is Minnesota's leading IT Success provider,
locally owned and operated since it's founding in 2002. Thriveon
offers a clearly differentiated managed IT service that delivers
results not otherwise available in the Minnesota market. Thriveon
is poised to grow 5x over the next 8 years, from the current team
of 28 people. Thriveon's mission is to empower people to create
business success with information and technology. Focusing on
manufacturing and professional services businesses with 20-200
staff members in and around the Minnesota geographic area. The
management at Thriveon believe its people are its most important
asset and is focused on developing a rewarding career plan for team
members, creating an environment for them to grow and thrive. The
culture is a results oriented close-knit family. Work environment
is hybrid in-office and remote as the work allows. Duties &
Responsibilities * Handle inbound client calls and tickets,
triaging them to the appropriate team within 10 minutes. * Gather
relevant needed information so the request is actionable before
passing to others. * Decide whether request is something that was
working now broke, net new functionality or related to an open
project, warm handing off emergency requests. * Resolve quick
requests like can't login and users' changes within 30 minutes to
client satisfaction and root cause 95+% of the time. * Update
ticketing system with troubleshooting/resolution notes and
documentation portal with changes. * Maintain existing Thriveon
standardization and provide input to standardization team to
further prevent issues or lower time to resolution. * Maintain
up-to-date Time Entries and Expenses for billing and accounting
purposes. * Participate in daily huddles and weekly meetings. *
Complete 1 hour of continuing education per week to improve job
skills. * Exemplify Thriveon Core Values: Humble, Helpful,
Ambitious, Coachable and Curious. Qualifications * Minimum of 6 to
12 months experience within relevant technical field. * Associate's
degree in computer science, information sciences, or related field
preferred. * Experience with Microsoft Windows, Office 365, general
application support/troubleshooting. * Knowledge of small to
mid-size business IT systems. * Outstanding customer service
skills. * Rapid decision maker. * Detail oriented with strong
documentation skills. * Effectively communicate in a non-technical
way to clients.
Keywords: Thriveon, Eden Prairie , Quick Response Analyst (in-office & remote), Professions , Eden Prairie, Minnesota
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