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Rose International Inc. Support Analyst in Naperville, Illinois

This job was posted by : For more information, please see: Position Title: IT Support TechnicianPosition Number: 346373Location: Naperville, IL 60540Position Type: TemporaryRequired Skill Set:Analytical Skills, Help Desk, Technical SupportPosition Description:**C2C is not available****Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**Job Title: IT Support TechnicianLocation: Naperville, ILStart: 10/05/2020End: 05/31/2021Description: PRIMARY PURPOSE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.ESSENTIAL FUNCTIONS and RESPONSIBILITIES: Provides leadership, direction, and support to a team of IT Support colleagues. Ensures IT Support processes and procedures are adhered to and departmental objectives are met. Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers. Monitors workloads and status; supports colleagues by providing advice on handling complex issues. Ensures company customer service standards are met. Communicates high visibility issues to immediate supervisor. Maintains good client relationships. Serves as a final level of quality for issue escalation research. Continues to identify areas of improvement (process or employee). Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed. Manages complex troubleshooting and software development issues as needed. Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues. Escalates calls to the appropriate departments as needed. Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed. Provides status and follow-up information to internal or external customers as needed.ADDITIONAL FUNCTIONS and RESPONSIBILITIES: Performs other duties as assigned. Supports the organization''s quality program(s).SUPERVISORY RESPONSIBILITIES: Administers company personnel policies in all areas and follows company staffing standards and training recommendations. Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. Provides support, guidance, leadership and motivation to promote maximum performance.SKILLS & KNOWLEDGE: Excellent customer service skills Proven understanding and knowledge of Quality Good knowledge of service center processes and procedures PC literate, including Microsoft Office products Leadership/management/motivational skills Analytical and interpretive skills Strong organizational skills Excellent interpersonal skills Excellent negotiation skills Good judgment and discretion skills Ability to manage multiple projects and set priorities Ability to work in a team environment Ability to meet or exceed Performance Competencies Ability to complete required number of monthly quality monitorsEXPERIENCE: Five (5) years of Help Desk or technical support service experience or equivalent c ombination of education and experience required. Supervisory experience preferred.Education: Bachelor''s degree from an accredited college or university preferredRequired Skills: Help desk technical support Help desk IT support Technical supportRose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)