[Remote] IT Support Center Analyst - Remote US Only

Note: The job is a remote job and is open to candidates in USA. Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization. The Support Center Analyst is responsible for providing first-level technological problem determination and resolution for issues reported by customers, ensuring excellent customer service and support. 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 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 Company Overview Blue Mantis is a security-first IT solutions & services provider with 30+ years of experience in managed services, cloud, and cybersecurity. It was founded in 1992, and is headquartered in Portsmouth, New Hampshire, 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.