Service Desk Analyst - Responsible for resolving technical support issues while documenting problems accurately and troubleshooting issues that may arise; create tickets for support desk requests via phone, email, or in person, troubleshooting questions within scope of the position when possible; coordinate new set-ups with tier II support; monitor the status of support desk tickets ensuring they are completed in a timely manner. Responsible for monitoring system activity and functions ensuring resolution and documentation of system problems, making sure they are resolved in an efficient, timely, and accurate manner during assigned shift; provide a single point of contact for customers needing problem resolution to a variety of phone or computer system issues; escalate to appropriate resources any issue not deemed within the scope of the department and follow issue to confirm final resolution is made for the customer; assist in the development and implementation of tools and procedures to enhance the monitoring and escalation process. Responsible for screening and transferring incoming phone calls and visitors at assigned site in adherence to departmental policies and procedures; schedule conference rooms, maintain office inventory and equipment maintenance and process mail; participate in a variety of security functions which may include checking employee badges, issuing visitor badges, monitoring security systems and acting as a point of contact for emergency facility conditions. Quality Analyst - Evaluates and monitors the quality of calls of the production employees to make sure that they are meeting and exceeding the client’s goals and objectives. Provides feedback to agents who do not meet client’s goals. Sends alerts to the production area to make sure that agent is being coached in a timely manner. Prepare and updates reports for teams reference. Technical Support Specialist -Provides front line support via telephone and email. Answering inbound customer calls concerning questions about one or more products. Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, and collaboration with other departments. Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call. Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems.