Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:The RoleAs an IT Support Analyst, you will play a key role in enabling the success of Medallia employees.This includes ensuring the constant availability of IT services, performing initial triage of support inquiries, and resolving technical issuesThis is also a unique opportunity to partner with our infrastructure, application support, and business intelligence teams, all working towards one common goal; the success of Medallia employees. You will be the first point of contact for our employees and the familiar face for Medallia IT!More Specifically, You Will:Delight employees by providing timely, expert adviceEngage directly with users via our ticketing, instant messaging, video conferencing, and remote control systemsResolve technical support inquiries with speed and precisionUse written and verbal communication to help educate our employees and keep them continuously updated throughout the lifecycle of their reported issueShare knowledge through the creation of knowledge articles; utilized by our AI chatbot and our user community alikeIdentify technical gaps and escalate issues to other parts of the organizationQualifications and ExperienceExcellent verbal and written communication skills in English1+ year(s) of experience in a customer-focused, technical support environmentAbility to work a flexible schedule including nights and weekends; work hours will be based on business needs1+ year(s) experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way1+ year(s) of supporting Mac, Windows, iOS, and Android environments1+ year(s) of supporting Google Chrome, O365, Slack, and Zoom desktop applications1+ year(s) of user administration experience in SaaS platforms including; Google Suite, Okta, Slack, and Zoom1+ year(s) of user administration experience in Active Directory; including user management, group policies, domain joining, and Remote Desktop Services1+ year(s) using a ticketing system to document issues and their resolutionsWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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