TierPoint, LLC Enterprise Operations Analyst in St. Louis, Missouri
The EOC Analyst requires basic systems administrative skills and capabilities as well as a strong customer service background. This position is responsible for receiving incoming calls and alerts regarding services for both internal and external customers. Calls, e-mails, or monitored events may require the creation and escalation of a thoroughly documented ticket. The analyst is also responsible for identifying critical issues and engaging key resources while gathering information needed to effectively escalate problems in a fast-paced environment. Analysts in this position will be working in a fast paced, and sometimes high-pressure, environment and as a part of a team which is staffed on a continual 24/7/365 basis.
Provides quality internal and external customer service surrounding the Company values.
Utilizes tools to identify and remediate/escalate incidents quickly.
Perform basic diagnosis and troubleshooting of technical events.
Train and master entry level system administrative tasks
Identify critical issues and engage key resources in a timely manner
Gather and document information from multiple sources to determine path of escalation
Thoroughly document all actions utilizing company tools including ticketing system
Maintain professionalism in all communications via phone, chat, and email.
Ability to follow written process documentation consistently
Continually assist in evaluation and improvement of internal processes and procedure
Maintain a presentable appearance
Participate in Incident Management Duties
Monitor critical systems to ensure they are running correctly
Other duties as assigned
- Must possess strong customer service attitude and interpersonal skills.
Ability to multi-task in order to meet primary goals as well as other duties as assigned.
Availability to work shifts as assigned including holidays or weekends.
Must be comfortable working on the phone with clients and peers.
Must be reliable and punctual – critical that this position is covered at all scheduled times
Must be available to work all shifts if coverage gaps arise
Proven ability to work effectively and cooperatively with others as well as independently
Demonstrated flexibility, organization, and self-motivation
Willingness to learn new processes or procedures and grow technical skill set
Maintain professional communications with clients at all time
Hands-on Personal Computer experience
Must be able to type 50 WPM, with accuracy
Adequate professional experience and knowledge to perform Job Responsibilities
Excellent verbal, written, and interpersonal skills
Ability to prioritize and organize effectively
Ability to work on multiple projects simultaneously
Ability to work both independently and with others
Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
Proficiency in using MS Office Suite and Windows-based computer applications
Prior work in a technical call center or ticket routing setting
1 year of work experience in a customer service role
Experience in supporting customers with strict service level agreement requirements
Prior experience particularly in the data center industryWorking Conditions
Department: 230 - Service Delivery: IT Operatio
External Company Name: Tierpoint
External Company URL: https://www.tierpoint.com/
Street: 1111 Olive St