Quick Response Analyst

Summary

Quick Response Analyst is responsible for triaging inbound client requests, and resolving tickets to client’s satisfaction.

Compensation and Benefits

• Salary $42,000- $47,000
• Latest technology tools: IT Management, Knowledgebase, Professional Service Automation, cellphone, laptop, and two screens
• Latest technical training: expert led events and on demand, certification reimbursement
• Medical & Dental Insurance 75% of family premium covered
• 401K w/ 4% match
• 3 Weeks PTO plus Paid Holidays
  

Company Overview

Thriveon is Minnesota’s leading IT Success provider, locally owned and operated since it’s founding in 2002. Thriveon offers a clearly differentiated managed IT service that delivers results not otherwise available in the Minnesota and Florida markets. Thriveon is poised to grow 5x over the next 8 years, from the current team of 23 people. Thriveon’s mission is to empower people to create business success with information and technology. Industries served are manufacturing, construction, and professional services businesses with 20-200 staff members in Minnesota and Florida. Thriveon is proud to have been featured on the Inc 5000 and Channel Futures MSP 501. The management at Thriveon believe its people are its most important asset and is focused on developing a rewarding career plan for team members, creating an environment for them to grow and thrive. The culture is a results oriented close-knit family. The work environment is hybrid in-office and remote as the work allows.

Duties & Responsibilities

• Handle inbound client calls and tickets, triaging them to the appropriate team within 10 minutes.
• Gather relevant needed information so the request is actionable before passing to others.
• Decide whether request is something that was working now broke, net new functionality or related to an open project, warm handing off emergency requests.
• Resolve quick requests like can’t login and users’ changes within 30 minutes to client satisfaction and root cause 95+% of the time.
• Update ticketing system with troubleshooting/resolution notes and documentation portal with changes.
• Maintain existing Thriveon standardization and provide input to standardization team to further prevent issues or lower time to resolution.
• Maintain up-to-date Time Entries and Expenses for billing and accounting purposes.
• Participate in daily huddles and weekly meetings.
  
• Complete 1 hour of continuing education per week to improve job skills.
  
• Exemplify Thriveon Core Values: Humble, Helpful, Ambitious, Coachable and Curious.
  

Qualifications

• Minimum of 6 to 12 months experience within relevant technical field.
• Associate's degree in computer science, information sciences, or related field preferred.
• Experience with Microsoft Windows, Office 365, general application support/troubleshooting.
• Knowledge of small to mid-size business IT systems.
• Outstanding customer service skills.
• Rapid decision maker.
• Detail oriented with strong documentation skills.
• Effectively communicate in a non-technical way to clients.
• Authorized to work in the United States without current or future employer sponsorship.