qode.world

Customer Support Analyst

qode.world  •  Florida (Onsite)  •  2 hours ago
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Job Description

Client: FL State Agency

Position: Customer Support Analyst

Term: 9-month contract with renewal in July 2027

Pay: $45/Hr - $50/HR based upon experience

Location: On Site - Tallahassee, FL

Work Authorization: ONLY USC and GC holder with perm residence

Education: Bachelor’s from accredited college or university in Computer Science, Information Systems, Business Administration, or other related field, or four (4) years of equivalent work experience is required.

Experience:

  • 2+ years of experience supporting tier 1 and tier 2 enterprise software applications;
  • Experience working within a Help Desk, Service Desk, or IT Support environment;
  • Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;
  • Strong analytical and troubleshooting with excellent verbal and written communication skills;
  • Demonstrated ability to work effectively with both technical and non-technical users;
  • Ability to prioritize multiple competing requests in a fast-paced production environment; and
  • Experience documenting business and technical issues in a clear, concise manner.
  • Preferred Qualifications - Knowledge of IT Service Management (ITSM) principles, incident management, problem management, change management and large-scale deployments

Responsibilities:

  • Serve as the primary point of contact for production support requests;
  • Receive, review, and triage incoming service desk tickets;
  • Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts;
  • Analyze reported problems to determine severity, priority, and appropriate assignment;
  • Resolve routine issues using documented procedures and knowledge articles;
  • Create detailed vendor support tickets for software defects requiring third-party resolution;
  • Assign and coordinate work with internal teams and vendors;
  • Monitor support tickets through resolution while ensuring established SLA's are met;
  • Maintain accurate documentation within the incident management system;
  • Identify recurring issues and recommend opportunities for process improvement;
  • Assist with production releases, validation activities, and post-implementation support;
  • Prepare reports on support trends, recurring incidents, and production health;
  • Execute Tier 1 and 2 technical troubleshooting;
  • Conduct technical root cause analysis on recurring incidents.
qode.world

About qode.world

We revolutionize how talent finds meaningful careers by harnessing the power of data and automation. Our platform utilizes LLMs to parse resumes and reconstruct queries, transforming unstructured data into actionable insights. This enables us to build robust data moats, such as creating 'Private Talent Pools' for recruiters where autonomous agents enrich candidate profiles.

By automating high-volume recruiting workflows, we reduce the marginal cost of work to zero. Agents match profiles to job descriptions, find contact information, and send personalized messages and schedule interviews automatically, significantly decreasing the time to close. Additionally, we transcribe the interviews and make the data searchable, making hiring decisions more objective.

We drive confidence by raising the quality bar for job seekers. We automate technical exercises such as coding tests, evaluate candidates on merit, providing recruiters with pass/fail scores and qualitative feedback.

We also provide Exclusive or Retained Recruitment services, offering specialized recruitment with no upfront cost or a retained model with a partial fee, ensuring exclusivity and dedicated support throughout the hiring process.

Our Fractional Head of People and HR Advisory services offer flexible, strategic support through part-time or interim roles, as well as comprehensive advisory services to guide crucial HR decision-making.

Lastly, our HR Due Diligence process provides thorough insights into the HR frameworks of target companies, helping mitigate risks across the board.

How do you envision the future of recruiting with the integration of such advanced technologies?

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Singapore , SG
Year Founded
2023
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