Quality Assurance Service Analyst
Location: LaGrange, GA
Company: The Select Group
Job Description Apply Now
QUALITY ASSURANCE SERVICE ANALYST | REMOTE (SE US)The Select Group is looking for a talented QA Service Analyst to join one of our top healthcare partners. This person will be responsible for listening to calls, rating calls, and providing detailed feedback on the quality of the call/resolution from the Service Desk. The ideal candidate will sit in the Southeastern region of the US.
QUALITY ASSURANCE SERVICE ANALYST REQUIREMENTS
- 2+ years of Quality Assurance experience in a Service Desk environment
- Enterprise-level experience
- Excellent communication and attention-to-detail
- Tier 1 & 2 troubleshooting capabilities over the phone, email, and via a ticketing system
- Experience with Windows OS, MS Office Applications, Active Directory, and general hardware/software
- Experience with ServiceNow ticketing system
- Healthcare experience
- College degree, Network+ and/or Security+
QUALITY ASSURANCE SERVICE ANALYST RESPONSIBILITIES
- Provide customer service assistance for all technical inquiries
- Provide Quality Assurance on Tier 1 and Tier 2 phone resolutions
- Respond to queries via instant message, phone, email and the unassigned service desk queue
- Provide regular customer communications and updates to incidents and service requests
- Escalate complex incidents and problems appropriately
- Assisting in the provisioning of new services, software, hardware and licensing compliance, including distribution
- Monitor and respond to system alerts and escalations
- Perform routine checks and maintenance tasks
- Monitor system backup and replication status
- Maintain documentation and knowledge base articles
- Work with other members of technical operations on service requests
TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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