Job Description:

Enterprise Operations Analyst

Job Locations

US-MO-St. Louis

Overview

The EOC Analyst requires basic systems administrative skills and capabilities as well as a strong customer service background. This position is responsible for receiving incoming calls and alerts regarding services for both internal and external customers. Calls, e-mails, or monitored events may require the creation and escalation of a thoroughly documented ticket. The analyst is also responsible for identifying critical issues and engaging key resources while gathering information needed to effectively escalate problems in a fast-paced environment. Analysts in this position will be working in a fast paced, and sometimes high-pressure, environment and as a part of a team which is staffed on a continual 24/7/365 basis.

Responsibilities

Provides quality internal and external customer service surrounding the Company values.
• Utilizes tools to identify and remediate/escalate incidents quickly.


• Perform basic diagnosis and troubleshooting of technical events.


• Train and master entry level system administrative tasks


• Identify critical issues and engage key resources in a timely manner


• Gather and document information from multiple sources to determine path of escalation


• Thoroughly document all actions utilizing company tools including ticketing system


• Maintain professionalism in all communications via phone, chat, and email.


• Ability to follow written process documentation consistently


• Continually assist in evaluation and improvement of internal processes and procedure


• Maintain a presentable appearance


• Participate in Incident Management Duties


• Monitor critical systems to ensure they are running correctly


• Other duties as assigned

Qualifications

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  • Must possess strong customer service attitude and interpersonal skills.
  
  
  • Ability to multi-task in order to meet primary goals as well as other duties as assigned.
  
  
  • Availability to work shifts as assigned including holidays or weekends.
  
  
  • Must be comfortable working on the phone with clients and peers.
  
  
  • Must be reliable and punctual - critical that this position is covered at all scheduled times
  
  
  • Must be available to work all shifts if coverage gaps arise
  
  
  • Proven ability to work effectively and cooperatively with others as well as independently
  
  
  • Demonstrated flexibility, organization, and self-motivation
  
  
  • Willingness to learn new processes or procedures and grow technical skill set
  
  
  • Maintain professional communications with clients at all time
  
  
  
  
  
  
  • Hands-on Personal Computer experience
  
  
  • Must be able to type 50 WPM, with accuracy
  
  
  • Adequate professional experience and knowledge to perform Job Responsibilities
  
  
  • Excellent verbal, written, and interpersonal skills
  
  
  • Ability to prioritize and organize effectively
  
  
  • Ability to work on multiple projects simultaneously
  
  
  • Ability to work both independently and with others
  
  
  • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
  
  
  • Proficiency in using MS Office Suite and Windows-based computer applications
  
  
  
  
  
  

  Preferred Experience

  
  
  
  
  • Prior work in a technical call center or ticket routing setting
  
  
  • 1 year of work experience in a customer service role
  
  
  • Experience in supporting customers with strict service level agreement requirements
  
  
  • Prior experience particularly in the data center industry
  
  
  
  
  
  

  Working Conditions

  
  
  • Office environment