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Response Center Analyst 1

Black Box Corporation

This is a Full-time position in Dallas, TX posted July 17, 2021.

The Response Center Analyst 1 provides exceptional client service and is a hybrid servicesupport analyst role with customer facing front line support encompassing three (3) core business areas NOC operations, carrier management and proactive monitoring, call center support, and help desk support for internal and external clients. Position focus on flexibility, availability, adaptability, with a superior level of focus on customer service, and awareness of SLAs with the expectation to exceed customer expectations in all areas of responsibility. Website Location Dallas Manage multiple monitoring, ticketing, and CRM tools to ensure proper workflow of support requests. Call acceptance of customers requesting multiple levels of support for a wide range of products. Prioritization, classification and escalation of incidents according to standard operating procedures. Provide first level help desk support for both external and internal customers, encompassing DesktopLaptops, Software (mainstream and proprietary) Mobile Devices, Networking Devices, Printers, and Servers with a focus on first call resolution. Interact with team members, management, various internal departments, and third party organizations to maintain workflows, escalate, and ultimately resolve customer service requests. Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk. Escalate unresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution. Monitor service desk tickets volume and ensure timely closure of all assigned tickets. Achieve performance targets established by leadership for applicable Key Performance Indicators. Perform other duties as assigned by management. This position has no direct reports. This job requires 24×7 support and the candidate will be required to work in shifts Education Requirements High School diploma with relevant experience in IT support field required Associates Degree in Information Technology or related, preferred. 2+ years of technical support experience in a call center environment About UsWhat’s in it for You? Joining Black Box means yoursquoll have the opportunity to work on exciting, highly visible projects with our customers. Yoursquoll get to know large and small organizations across the world and work to deliver best in class IT solutions. Yoursquoll be rewarded with a variety of experiences, development opportunities and exposure to some of the world’s most admired companies. In addition to these rewarding experiences, yoursquoll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country region. About Black Box Black BoxRegistered is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5GOnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT. We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of ANetworks. Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

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