[Remote] IT Support Center Analyst - US Only 100% Remote

Note: The job is a remote job and is open to candidates in USA. Blue Mantis is a company providing managed services, and they are seeking an IT Support Center Analyst. The role involves providing first-level technical support to clients, resolving issues reported via phone and web tickets, and ensuring excellent customer service in a fast-paced environment. Responsibilities Resolve problems reported to the service desk by phone or web tickets Provide first-level contact and problem resolution for customer issues Provide timely communication on ticket status and resolution Answer phone calls received by the call center by the SLA Resolve or escalate issue as needed Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed Quickly and effectively communicate with customers within the set SLA Work with vendor to resolve issues when required Continuously improve upon technical skills sets within assigned areas of expertise Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment Regular, predictable and punctual attendance May occasionally need to work on holidays or weekends Skills Experience in the Customer Service industry Experience with providing technical assistance over the phone Able to multi-task by working on multiple open tickets simultaneously Experienced in working in a fast-paced environment with multiple priorities and projects Able to investigate, analyze and troubleshoot customer issues Comfortable making decisions on issue resolution without supervision Demonstrates excellent verbal and written skills Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement Regular, predictable and punctual attendance May occasionally need to work on holidays or weekends A+ Certification Enrolled in IT related class, certification training, or degree Company Overview Blue Mantis is a security-first, IT solutions and services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. It was founded in 1992, and is headquartered in Kittery, Maine, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship Blue Mantis has a track record of offering H1B sponsorships, with 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.