Customer Support Analyst

SA Technologies Inc. (www.satincorp.com) is a market leader and one of the fastest growing IT consulting firms with operations in US, Canada, Mexico & India. SAT is an Oracle Gold Partner, SAP Services Partner & IBM Certified enterprise.

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

SA Technologies Inc. (www.satincorp.com) is a market leader and one of the fastest growing IT consulting firms with operations in US, Canada, Mexico & India. SAT is an Oracle Gold Partner, SAP Services Partner & IBM Certified enterprise.

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

Position: Customer Support Analyst 

Location: Kennesaw, Georgia 30144

Duration: 3 Month Contract to Hire

We have 4 open three month contract to hire IT Customer Support Analyst positions for our direct client in Kennesaw GA. The ideal candidates would be local and have the following experience:

• Strong call center experience
• SQL 
• Retail technical support
• Strong technical skills
• Active Directory
• Service Now
• Excellent multi-tasker (will have 5 or 6 systems working at once)
• Excellent troubleshooting skills

Duties

• Answer Inbound ACD Calls:
• Answer ACD calls within duration specified within the KPI (key performance indicator) for average wait time (AWT)
• Address all ACD calls within a duration specified within the KPI (key performance indicator) for average handle time (AHT)
• Maintain individual call abandon rate that is at least 2% below the departmental goal for abandon rate (ABD)
• Inbound E-mail support (All Non-Critical Issue Types)
• Respond to inbound e-mails from customers to the NSC within parameters defined NSC management
• Inbound Chat Support (All Non-Critical Issue Types)
• Respond to chats from customers to the NSC within parameters defined by NSC management
• Additional Duties

All your information will be kept confidential according to EEO guidelines.