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.
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
Skills
- Minimum of 6 to 12 months experience within relevant technical field
- 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
- Associate's degree in computer science, information sciences, or related field preferred
Benefits
- 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