Job Description

Job Purpose

This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.

Essential Functions

• Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%)
• Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)...