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Customer Support Analyst

Ascent Services Group

Job Description

Customer Support Analyst
Pleasanton, CA

Duration: 6+month contract with possible extension
  • Troubleshoot and triage reported system issues and work with the business and the IT department to find viable solutions and facilitate resolution of issues.
  • Manage queue of incidents and requests reported by the global Customer Support team.
  • Provide guidance and requirements to developers for bug fixes and minor enhancements.
  • Test fixes and new features during user acceptance testing (UAT) of bug fixes or projects; including tracking issues through to resolution and securing end user acceptance sign-off.
  • Learn the case management system in detail and assist with system documentation for the Support operation team.
  • Leverage business knowledge and expertise to identify opportunities for process or system improvements.
Skills and Experience Needed:
  • Customer service-oriented with a demonstrated desire to exceed expectations and the ability to serve multiple customers and deliver an excellent experience.
  • Previous experience with incident management or in customer service preferred.
  • Previous experience with Salesforce.com Service Cloud.
  • Salesforce Administrator certification is a plus.
  • Proficiency with JIRA, Confluence, ServiceNow preferred.
For immediate consideration, please email your resume in Word format to Monier Esfahani monierm@ascentsg.com, along with the best time and number to reach you. Thanks, I look forward to hearing from you.

It pays to network! Ask me how Ascent rewards for hired referrals.

Job Requirements

 
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Job Snapshot

Location US-CA-Pleasanton
Employment Type Contractor
Pay Type Hour
Pay Rate N/A
Store Type IT & Technical

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Terms & Conditions
Snapshot
Ascent Services Group
Company:
US-CA-Pleasanton
Location:
Contractor
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

Customer Support Analyst
Pleasanton, CA

Duration: 6+month contract with possible extension
  • Troubleshoot and triage reported system issues and work with the business and the IT department to find viable solutions and facilitate resolution of issues.
  • Manage queue of incidents and requests reported by the global Customer Support team.
  • Provide guidance and requirements to developers for bug fixes and minor enhancements.
  • Test fixes and new features during user acceptance testing (UAT) of bug fixes or projects; including tracking issues through to resolution and securing end user acceptance sign-off.
  • Learn the case management system in detail and assist with system documentation for the Support operation team.
  • Leverage business knowledge and expertise to identify opportunities for process or system improvements.
Skills and Experience Needed:
  • Customer service-oriented with a demonstrated desire to exceed expectations and the ability to serve multiple customers and deliver an excellent experience.
  • Previous experience with incident management or in customer service preferred.
  • Previous experience with Salesforce.com Service Cloud.
  • Salesforce Administrator certification is a plus.
  • Proficiency with JIRA, Confluence, ServiceNow preferred.
For immediate consideration, please email your resume in Word format to Monier Esfahani monierm@ascentsg.com, along with the best time and number to reach you. Thanks, I look forward to hearing from you.

It pays to network! Ask me how Ascent rewards for hired referrals.

Job Requirements

 
Customer Support Analyst Apply now