User Support Analyst (Remote)

RESPONSIBILITY LEVEL:

Under general direction, develops procedures and guidelines to provide high-level technical information, advice and assistance regarding the use of various tools and business processes used to execute customer work within the North American branches. Works with Business Leads to identify and resolve technical issues. Assists in developing documentation for commonly asked questions in order to provide a higher level of closer at Level 1.

PRINCIPLE DUTIES:

* Exhibits daily conduct according to the ethical standards of Johnson Controls, and follows all established Team and Johnson Controls guidelines and policies.

* Manages incoming customer support requests, providing advanced level information, advice or support on a timely basis.

* Ensures that support requests contain detailed information, both in describing the customer's issues, as well as the solution that was provided.

* Ensures that support requests are appropriately categorized in order to accurately track and report support provided to North American local markets.

* Uses and assists in developing documentation, job aids, knowledge articles, etc to provide first call resolution whenever possible.

* Work with business leads to determine final resolution for customer support issues, providing clear direction to customers in order to allow them to move forward.

* Where necessary, works with business leads to obtain an alternate solution until permanent resolutions can be established.

* Provides assistance in testing tools or procedures in order to ensure that deployments to customers go as smoothly as possible.

* Provides input to Business Leads and Management for tool / process enhancements based on customer support trends.

* Attends / completes training assigned by Corporate Headquarters, Operations, and User Support in the established timeframe.

* Maintains work area and equipment in a safe, proper working condition and establishes maintenance procedures and schedules.

Ensure that Team management and Business Leads are made aware of reoccurring incidents when there is a software / process failure so that a resolution can be found quickly or communication can be sent to our customers.

* Provide additional support when asked to ensure that critical business periods, such as month end, quarter end, year end and software deployments are staffed to handle volume.

* Work with other support analysts to cross train in areas of expertise in order to achieve a higher level of first call resolution, and better support staffing requirements.

* Provide training in areas of expertise on national calls when there is a need based on high levels of support requests.

* Performs other duties as assigned.

REQUIREMENTS:

Bachelor degree preferred or equivalent experience with a minimum of three years' experience in User Support/Customer Support role. Proficient typing skills and the ability to conduct a variety of tasks without losing focus. Must be customer oriented and task driven. Proficient typing skills required. Exhibits strong verbal and written communication skills, and must have excellent customer relationship skills. Strong analytical skills with an understanding of the integration of Johnson Controls Local Market software and business processes required

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