• Support Technician

    Job Locations US-MN-Edina | US-TX-Austin | US-IL-Chicago
    Category
    Information Technology
  • Company Overview

    Who Mattersight is:

     

    The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.

     

    Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.

     

    Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

     

    No one else out there does what we do. We think it’s pretty amazing, and we’re not alone.

    Responsibilities & Qualifications

    What you’ll do:

     

    Mattersight is looking for a Support Technician to join our rapidly expanding Information Technology team within Mattersight’s Service Operations.

     

    Individuals in the Support Technician position are responsible for, but not limited to, the following tasks:

     

    • Manage day to day support between Internal and Client Applications as well as projects and initiatives
    • Provide Remote and On Site Support to Internal employees via Phone, Walkup, and Email channels
    • Provide Customer Support for Business Applications
    • Incident Creation and Management leveraging multiple ticketing systems and applications
    • Addresses and resolves basic and advanced incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate resources to resolve incidents
    • Creates a positive customer support experience; builds strong relationships through in-depth problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
    • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.  Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
    • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
    • Provides after hours and on-call support as needed
    • Adheres to and supports standards, policies, and procedures
    • Performs other duties as assigned
    • Assist with understanding and/or documenting internal processes and contributing articles to a KnowledgeBase.

     

    What you definitely have:

     

    The ideal candidate for this position will have 2-5 years of relevant work experience, preferably in a fast paced & challenging environment. Additional requirements include (continued on pg 2):

     

     

    • 2-5 years of desktop support or server operations experience
    • Must have flexible schedule - Hours include working nights and weekends
    • Professional Support of C Level Executives in corporate headquarters
    • Strong technical troubleshooting methodology in a remote administration environment
    • Outgoing, Dependable, Responsive and a Contributing Team player
    • Customer service attitude, focused on delivering value to clients and team
    • Ability to calmly seek remediation options in a dynamic client-facing role
    • Highly motivated individual with a sense of urgency and ownership
    • Ability to communicate clearly and concisely in both written and verbal delivery
    • Detail and process oriented
    • Bachelor’s degree in Computer Science or equivalent
    • Familiarity with Root Cause Analysis
    • Procurement, Deployment, and Management of IT related Hardware/Software

     

    Strong Knowledge of the Following Technologies:

     

    • Microsoft Windows 7/8.1/10 and Server 2008/2012 operating systems
    • Microsoft Active Directory and Exchange 2013 User Management
    • Microsoft Office / Sharepoint / Lync 2010/2013
    • Sophos encryption 6.X or higher – Agent and Server Policy Support
    • Kaspersky Antivirus Server and Client
    • Altiris – Patching and Software Distribution
    • Windows deployment toolkit 2013 –Image Creation & Deployment
    • SQL querying and reporting
    • Network connectivity technologies
    • Version Control and SDLC methodology
    • Powershell or other scripting languages highly preferred
    • Proven track record in client interfacing roles favored
    • Preferred experience in a professional services environment is ideal

     

    Frankly put, Big Data is exploding. That explosion is presenting all kinds of interesting avenues for our business, which is allowing our teams to grow professionally, technically and personally. This is exciting technology in an exciting space, and we want YOU to come join us on this adventure.  If you want to grow and contribute in ways you didn’t expect, contact us today and see what matters.

    Other Facts

    What we’re like

     

    Mattersight values diversity, curiosity and collaboration. Employees from all experience levels and backgrounds are intermingled and encouraged to learn about each other’s projects. Our offices foster teamwork as well as self-motivation, with a healthy dose of fun thrown in.

     

    Where you’ll be

     

    Mattersight seeks candidates authorized to work in the United States. The Support Technician role will be based out of either Mattersight’s Edina, MN, Austin, TX or Chicago, IL offices. Candidates should anticipate little to no travel.

     

    What you’ll make

     

    Mattersight believes that a successful, thriving company starts with happy, satisfied employees. We are prepared to offer a highly competitive benefits and compensation package for the ideal candidate.

     

    What else?

     

    Any questions regarding the position should be communicated to Lindsey Becker, Recruiter, lindsey.becker@mattersight.com.

     

    For more information about Mattersight, visit www.Mattersight.com. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.

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