Deskside/Mobile Support Analyst

mroads is looking for a "Deskside/Mobile Support Analyst" for one of the direct clients in Memphis, TN.

This is a on site role in Memphis, TN.

Responsibilities:

End-to-end ownership for the remediation of customer problems including basic questions, problems, and system-wide impacts

Provide an exceptional customer experience during calls, emails, chat, and customer escalations Prioritize between tasks including inbound tickets, existing issue management, and phone calls

Troubleshoot our mobile app products primarily over email via the issue management ticketing system, but secondarily by phone and through remote sessions

Respond to a high volume of customer contacts and account team requests

Provide clients with relevant, accurate information on products and services

Research and resolve basic product, service, and support issues

Thoroughly document all inquiries providing applicable communication related to the transaction type

Maintain a customer focus by listening actively and maintaining composure Adhere to schedules and manage time effectively to achieve department performance goals

Maintain/Monitor/Add/Delete/Upgrade users on the Microsoft Exchange Server, Active Directory, and the AirWatch Mobile Device Management (MDM) Console.

Approve requests for Multi-Factor Authenticator (MFA) worldwide and assist users in registering their mobile devices (if needed).