Quick Response Analyst (in-office & remote)

Company: Thriveon
Location: Eden Prairie
Posted on: March 16, 2023

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