Customer Service Analyst - Information Services

PGA TOURThursday, October 10, 20190 application(s)
Employer Name PGA TOUR
Job Title Customer Service Analyst - Information Services
City Ponte Vedra Beach
State Florida
Country USA
Job Region South
Job Category Information Technology
Salary Range Depends on experience
Job Reference 2388
Job Level Entry Level

Qualified candidates will have the following:

  • AA/AS Degree or equivalent
  • 2+ years in IT Help Desk or Customer Service environment
  • Proficiency in Windows 7/8/10 administration & troubleshooting
  • Quick and effective identification, diagnosis, and resolution of technical issues for laptops, desktops, multi-function printers and other similar computing devices
  • A+, MCDST, and Network+ certifications preferred
  • Knowledge of basic TCP/IP network principles and ability troubleshoot networking problems
  • Familiarity with Outlook and Office 365 server environments
  • Experience managing and supporting IPhone, Windows Mobile & Android mobile technologies
  • Experience with ticket management applications and Help Desk ticketing metrics and process concepts
  • Ability to deliver technical customer support over the phone in a call center environment
  • Ability to efficiently and effectively handle large call volumes
  • Strong organizational skills, proactive, and accountable with the ability to multi-task with attention to detail
  • Ability to maintain a steady work pace with a high level of accuracy while effectively managing multiple priorities and meeting deadlines
  • Possess critical thinking and analytical problem-solving skills to evaluate and rationalize issues and requests
  • Ability to establish priorities, work independently, and proceed with objectives without supervision
  • Ability to communicate effectively and accurately, including clear and concise written problem descriptions and updates throughout the problem resolution process
  • Focus on maintaining and providing consistent customer-focused service that exceeds customer expectations in all areas

 

Responsibilities:

  • Provides clear, consistent, and timely resolutions daily to end-user trouble calls and e-mail requests into the PGA TOUR DTS Help Desk; Quickly and effectively provides both basic and advanced technical support and resolution to employees
  • Assigns and prioritizes escalations to Technical Support Analysts and other functional support groups
  • Configures and delivers end-user laptops, PCs, software & peripherals
  • Coordinates timely repair of PC, laptop, printer & Point-of-Sale equipment covered by third-party maintenance agreements
  • Works collaboratively with peers, vendors and functional support groups to resolve problems
  • Owns and addresses technical issues from inception to resolution
  • Adheres to departmental Service Level Agreements and ticket metric guidelines
  • Participates in World Golf Village (St. Augustine) campus support rotation as needed
  • Provides after-hours on-call support as needed
  • Performs DTS orientations for PGA TOUR and TPC new hires
  • Assists Data Center and Implementation teams as needed
  • Acts as customer service resource on IS projects as needed

 

Our benefits include:

  • Competitive wages including performance bonuses 
  • Medical/Dental/Life/Disability insurance 
  • Paid time off 
  • 401k plus employer match
  • Employer funded retirement plan 
  • Health Savings Account/Medical and Dependent Care Flexible Spending Accounts 
  • Wellness Program 
  • Membership to TPC Sawgrass  

EOE/DFW

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