Customer Support Analyst

SA Technologies Inc. (www.satincorp.com) is a market leader and one of the fastest growing IT consulting firms with operations in US, Canada, Mexico & India. SAT is an Oracle Gold Partner, SAP Services Partner & IBM Certified enterprise.

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

Position: Customer Support Analyst

Location: Kennesaw, Georgia 30144

Duration: 3 Month Contract to Hire

We have 4 open three month contract to hire IT Customer Support Analyst positions for our direct client in Kennesaw GA. The ideal candidates would be local and have the following experience:

• Strong call center experience
• SQL
• Retail technical support
• Strong technical skills
• Active Directory
• Service Now
• Excellent multi-tasker (will have 5 or 6 systems working at once)
• Excellent troubleshooting skills

Duties

• Answer Inbound ACD Calls:
• Answer ACD calls within duration specified within the KPI (key performance indicator) for average wait time (AWT)
• Address all ACD calls within a duration specified within the KPI (key performance indicator) for average handle time (AHT)
• Maintain individual call abandon rate that is at least 2% below the departmental goal for abandon rate (ABD)
• Inbound E-mail support (All Non-Critical Issue Types)
• Respond to inbound e-mails from customers to the NSC within parameters defined NSC management
• Inbound Chat Support (All Non-Critical Issue Types)
• Respond to chats from customers to the NSC within parameters defined by NSC management
• Additional Duties

All your information will be kept confidential according to EEO guidelines.