Technical Support Analyst II

job summary:A financial services client is seeking a second level of contact for end-user support customer issues both internal and external to assist their team in Little Rock, AR. Main duties will include the participation in supporting customers on standard technical issues relating to applications, desktop products, and client services products. location: Little Rock, Arkansasjob type: Contractwork hours: 8am to 5pmeducation: Associates responsibilities:

• Serves as a second level of contact for end-user support issues for internal or external end-user support customer issues.
• Will participate in supporting customers on standard technical issues relating to applications and desktop products, and client services products.
• Escalates complex issues to higher level staff.
• Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects.
• Applies knowledge of company policies and standard practices to resolve problems.
• Analyzes issues, uses judgment to make decisions.
• Understands the Impact of Customer Satisfaction.
• Values the importance of customer satisfaction and understands how ones actions impact customer satisfaction.
• Gauges how quality, reliability and timeliness affect the customers work/issues and their perception of ResCap.
• Communications demonstrate concern/interest in the customers problems and needs.

• Experience level: Experienced
• Minimum 2 years of experience
• Education: Associates

• Support (2 years of experience is preferred)
• Hardware
• APPLICATION SUPPORT (3 years of experience is preferred)