Technical Analyst

Atlanta | Chicago | Detroit area | Kansas City | Philadelphia area Valorem Reply, US - Microsoft Full Time

Valorem Reply is an award-winning digital transformation firm focused on delivering data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace. Through the expertise of their people and power of Microsoft technologies, they provide hyper-scale and agile delivery of unique digital business services, strategic business models and design-led user experiences. Their innovative strategies and solutions securely and rapidly transform the way their clients do business.
Valorem Reply is seeking an individual with strong customer service skills and a desire to work in a technical industry for the position of Technical Analyst. As a technical Analyst you will serve as the primary multi-tiered support contact for customer groups within a product or service. 

Responsibilities

  • Manage end-user communication efforts, including support request triage and prioritization, status updates, and escalations to project leadership as necessary.  
  • Organize product support team’s operational efforts and complete assigned tasks to ensure high-quality and timely delivery for customers and project teams.
  • Establish a solid understanding of the business context and operational implementation across high-visibility products and services.
  • Ensure each interaction is handled professionally and provide outstanding customer service with high-quality written and verbal responses.  
  • Demonstrate ability to de-escalate support cases with effective use of soft skills and sound judgment and Document and maintain internal and client-facing artifacts including FAQs, SOPs, workflows, etc.
  • Bridge the gap between end users and the development team by creating detailed work items for engineering teams and ensuring effective solutions are implemented.
  • Propose and implement new procedures to improve customer service experience and operational efficiencies.
  • Support with periodic internal service fulfillment process audits and reviews to ensure delivery of SLA’s, KPIs, and organizational standards. 
  • Capture impactful trends and end-user feedback for KPI/SLA reporting to cross-functional teams, stakeholders, and organizational leadership. 
  • Requirements

  • Bachelor’s Degree in a related field
  • 4 years of previous customer support experience or related experience in a technical environment
  • Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET
  • Previous experience using basic SQL queries to look up information in a database  
  • Preferred Qualifications

  • Familiarity with the Microsoft Ecosystem
  • Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365, Zendesk, etc
  • Familiarity with Azure DevOps as a work management system
  • Previous work experience is a consulting environment is a plus.
  • Atlanta | Chicago | Detroit area | Kansas City | Philadelphia area

    Technical Analyst