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Associate Customer Service Technical Support Analyst

American Fork, Utah 84003

Post Date: 03/13/2018 Job ID: 5890 Industry: Other

Associate Customer Service Technical Support Analyst

Do you think education is the most important thing in the world? Are you always learning and try to inspire others to learn about new skills and subjects? This role is for you!

ektello is seeking talent to fill our Tech Support Analyst for one of our top education professionals in the world in American Fork, Utah. Our client strives to spread the benefits of education worldwide with an array of technologies, products, and services that cater address social and environmental impacts and needs.

  • Responds to incoming candidate or test center technical support requests:
    • Diagnoses system hardware, software, and operator problems.
    • Assists customers with the correct installation, management and maintenance and proper use of testing software, LMS and off-line systems of exam delivery.
  • Provides assistance and input to Customer FAQ database to improve customer satisfaction and response times.
  • Uses telephone as well as email and web support solutions to solve customer issues.
  • Records each support call and related support ticket issue in ticketing system.
  • Recommends and provides remedial actions to correct customer problems.
  • Coordinates activities with internal network services or other information systems groups.
  • Provide updates regarding status and completion to manager, ticketing system, and/or users.
  • Attends scheduled training as required to maintain skills.
  • Other related duties as assigned by manager.

  • High School Diploma or GED required, some college preferred.
  • Minimum of 1 years' experience in telephonic technical support required.
  • Minimum of 1 years' experience in end user (B2B/B2C) software systems support required.
  • Certifications MCSE and A+ highly preferred.
  • Must be able to work flexible hours:
    • Mon-Fri 6 am - 3 pm MST or
    • Mon-Fri 7 am - 4 pm MST or
    • Mon-Fri-8 am-5 pm MST
  • Excellent verbal and written communication skills.
  • Ability to solve problems and utilize critical thinking skills.
  • Well organized.
  • Excellent customer focus Certiport (


Kyle Lewis
Technical Recruiter

My recruiting philosophy – always be available! I’m not just a 9 to 5 guy! You can reach out to me for career advice and job search assistance whenever it’s convenient for you.
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