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Support Analyst
Ref No.: 17-06481
Location: Waukegan, Illinois
Position Type:Contract
Start Date: 07/19/2017
Title: Support Analyst
Location: Waukegan, IL
Duration: 2 Year Contract
Rate: Open DOE
Start: August 2017

Job Description:
• Triage the customer support escalations and help prioritize issues for engineering in terms of importance to the business.
• Resolve product issues by analyzing and troubleshooting; refrain from escalating to the engineering team when possible.
• Receive and answer internal product functionality questions from support reps, interface with engineering on design issues, and communicate that back to the support rep.
• Work with Quality Assurance to help pinpoint customer issues which may be system defects; explain and update product support of research results.
• Help pinpoint, document and prioritize internal support requests
• Assist the Product Support team providing accurate communication messages regarding product functionality, help identify common causes of confusion which can be limited through feature development or improved documentation.
• Define consistent views and processes for support reps, ensure that fixed issues tied to cases are communicated back to customers promptly; help set customer expectations with regards to resolution times.
• Moderate and answer questions in the user forum.
• Assist with defining parameters, pricing and timeframes for possible engineering services such as data restore.
• Assist with identifying solutions for design errors. POMSNet and Manufacturing system is a plus.

If interested and qualified, please send an updated resume to zachary.avalos@mondo.com