Technical Analyst II

Kansas City, Missouri End User Services - User Services Full Time

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. In this role, you will need to possess the ability to effectively diagnose and resolve technical issues across a wide variety of technology platforms and software applications. The successful candidate will have strong troubleshooting and problem-solving abilities, a passion for providing technical solutions to business problems, and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. Additionally, you should be comfortable communicating directly with customers on a regular basis by both written and verbal means.
 
As the Technical Analyst, you will work in a team, performing Tier 1 analysis of customer support requests. You will be responsible for understanding the business context and technical implementation of the applications and services relevant to your assigned project. Primary responsibility is to triage new support requests, provide customers with updates on the status of their requests after intake, and perform escalations to Tier 2 and Tier 3 support as needed. This will require a strong ability to learn, communicate and collaborate, as well as aptitude in a wide breath of technologies. You will work together with your project leadership to deliver high quality, optimized delivery of solutions.

Placement Criteria & Requirements

  • Strong written and verbal communication skills suitable for a business-to-business customer facing role
  • Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks daily
  • Previous customer support experience in a technical environment (1-2 years)
  • Proficient with common Microsoft productivity suite applications
  • Familiarity with Microsoft Azure DevOps work management system
  • Interested in learning new skills and technologies
  • Adept at task switching to handle varying workload while meeting tight deadlines
  • Creativity, curiosity, and a conviction to innovate and deliver best-in-class solutions
  • Strong collaboration skills, works well with ambiguity, works well across varying roles and groups
  • Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first
  • Basic entry level technical skills such as SQL, PowerShell, and .NET frameworks a plus
  • Kansas City, Missouri

    Technical Analyst II