Product Technical Support Analyst - Hybrid

This role involves providing first-line technical support for internal employees via voice and chat channels within a 24/7 Global Service Desk. The successful candidate will join a fast-paced environment, troubleshooting Microsoft applications and proprietary systems, with a strong focus on delivering excellent customer care. This is a hybrid position requiring 4 days onsite and 1 day remote, contingent on performance., * Provide first line support for internal employees via voice and chat channels

• Partner with regional and international teams to deliver best in class client care
• Effectively manage multiple live chats simultaneously while achieving core metrics for operations and quality
• Perform basic troubleshooting of Microsoft applications and proprietary systems
• Document tickets clearly for second-line teams when first line resolution cannot be attained

• 1-3 years of relevant experience
• Excellent client care and customer service skills
• Ability to work well as a team and build relationships with global partners
• Excellent organizational skills, with the ability to prioritize workload
• Ability to multitask and maintain focus on all areas of responsibility concurrently
• Ability to consistently meet or exceed performance targets and goals
• Able to work in a fast-paced environment

Desired skills:

• Technology Call Center and or Customer Service experience
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents
• Hardware Support experience with Windows 10/11
• Software Support experience with MS Office suite, Office 365, SharePoint, and Skype
• Network experience with Citrix, VPN, and Cisco AnyConnect
• Familiarity with ITSM Remedy is a plus

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident), For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.