Client Service Support Analyst

Your Journey at Crowe Starts Here:

At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us!

Job Description:

THE ROLE

The Customer Service Support Analyst is responsible for performing a variety of duties related to computer and telecommunication systems support. The role would be responsible for installing and resolving issues with company computers and networks as well as managing technical support projects and supporting employees on computer software applications.

FUNCTION

• Provide professional and skilled technical services and support to internal clients.
• Interact daily with clients through a variety of channels including incoming telephone calls, e-mails, chats, and self-service tickets.
• Accountable for meeting established service level agreements and maintaining the appropriate level of communication with the client and other IS staff.
• Provide after-hours coverage on a rotational basis.
• Availability during non-business hours may be required.

RESPONSIBILITIES

• Logging and tracking incidents through resolution.
• Accurate escalation of tickets per department procedures.
• Timely and accurate completion of all assigned duties.
• Assist with other assigned tasks within the department
• Provides documentation of IT and non-IT procedures
• Must be a strong problem solver with the ability to work in a highly collaborative environment.
• Strong work ethic with the ability to multi-task high impact issues.
• Skilled in people management and general IS technologies such as Networking, Systems & Storage, Exchange, Security Compliance and Active Directory Familiar with general office productivity tools such as MS Office Suite, Adobe, etc
• Experienced and knowledge of project management concepts and techniques
• Availability during non-business hours may be required
• Administrative Maintain Service Desk ACD and Email Queue schedule to ensure proper support coverage 24x5 and After Hours Review Daily Report
• Monitor daily emails for updates or notifications

QUALIFICATIONS

• Fundamental knowledge of all Microsoft applications and various hardware technologies
• Strong technical, analytical, communication and customer service skills
• Ability to define and direct coordinated processes to provide high quality systems, communication infrastructure, and technology support to the enterprise
• Strong understanding of all MS Server OS technologies used by Crowe and troubleshooting processes

REQUIREMENTS

• Minimum Qualifications: Degree in CIS/MIS or related field experience is preferred.
• HDI Certifications a plus
• 3-5 years previous related experience required.
• Customer service training/experience with relevant certifications is highly
• General understanding of technologies and troubleshooting processes.
• Possible non business hours shift based on time zone
• Ability to work on Saturdays on a rotational basis; roughly four per year
• Strong communication and documentation skills

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Our Benefits:

At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow:

We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:

Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.