Support Representative I

Job Description

We have 6 positions for a Support Representative I with one of our clients in Burlington, VT for an initial contract duration of 3 months. No third party candidates considered for this position.

Our Client makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind.

Support Analysts provide strategic site configuration and technical support for the Client  base. This support includes resolving issues, answering questions, providing training, and working to drive value for our clients. Support Analysts spend most of their time working with clients and collaborating with their teams to troubleshoot problems and develop scalable solutions.

Core Competencies for this role include:

• Unrelenting client focus
• Action oriented
• Resilience
• Confidence
• Situational adaptability
• Resourcefulness
• Interpersonal savvy

PRIMARY DUTIES AND RESPONSIBILITES

Responsibilities:

• Provide exceptional service to both internal stakeholders and external clients
• Manage the expectations of demanding clients to deliver high quality results in a timely fashion.
• Work directly with clients and 3rd party providers to understand, analyze, and troubleshoot technical problems while providing scalable solutions.
• Perform root cause analysis.
• Triage and resolve issues, working with both internal and external groups.
• Take responsibility and ownership for client requests and execution of best practice recommendations
• Document processes and resolutions.
• Develop extensive knowledge of DDC products and services.
• Learn and utilize DDC support tools, processes and procedures.
• Assist with additional special projects as assigned.
• Follow and adhere to all Support policies, including call and case-handling practices.
• Provide feedback on current practices to Support leadership.
• Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift
• Other duties as assigned

Reporting Relationships and Contacts:

Support Analyst will report directly to a Manager and is expected to effectively work both independently and in a team environment.  This position interacts directly with Client and partners as well as internally with team members, managers and leaders within the Client . In addition, this position collaborates with other partner teams such as, Performance Management, Implementation and Advanced Support teams.  This position does not supervise any other positions.  

Working Conditions: 

The Client works in an open environment to encourage the best possible service by allowing open communication and collaboration from co-workers.  This position requires some phone work and constant computer usage.  Hours worked may vary due to the shift schedule of the department.  The ability to work on-call after hours and/or weekend daytime shifts is required.