Technical Analyst

Valorem Reply is an award-winning digital transformation firm focused on delivering data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace. Through the expertise of their people and power of Microsoft technologies, they provide hyper-scale and agile delivery of unique digital business services, strategic business models and design-led user experiences. Their innovative strategies and solutions securely and rapidly transform the way their clients do business.

Valorem Reply is seeking an individual with strong customer service skills and a desire to work in a technical industry for the position of Technical Analyst. As a technical Analyst you will serve as the primary multi-tiered support contact for customer groups within a product or service.

Responsibilities

• Manage end-user communication efforts, including support request triage and prioritization, status updates, and escalations to project leadership as necessary
• Organize product support team’s operational efforts and complete assigned tasks to ensure high-quality and timely delivery for customers and project teams
• Establish a solid understanding of the business context and operational implementation across high-visibility products and services
• Ensure each interaction is handled professionally and provide outstanding customer service with high-quality written and verbal responses
• Demonstrate ability to de-escalate support cases with effective use of soft skills and sound judgment and Document and maintain internal and client-facing artifacts including FAQs, SOPs, workflows, etc.
• Bridge the gap between end users and the development team by creating detailed work items for engineering teams and ensuring effective solutions are implemented. Propose and implement new procedures to improve customer service experience and operational efficiencies
• Support with periodic internal service fulfillment process audits and reviews to ensure delivery of SLA’s, KPIs, and organizational standards
• Capture impactful trends and end-user feedback for KPI/SLA reporting to cross-functional teams, stakeholders, and organizational leadership

Minimum Requirements

• Bachelor’s Degree in a related field
• 4 years of previous customer support experience in a technical environment
• Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET 
• Previous experience using basic SQL queries to look up information in a database

Preferred Qualifications

• 6 years of previous experience working in a role directly related to service delivery program management
• Previous work experience in a consulting environment is a plus
• Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc
• Familiarity with the Microsoft Ecosystem
• Familiarity with Azure DevOps as a work management system

About Reply

Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.

Reply is an equal opportunity employer. We are committed to provide equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process, email us at [email protected]. Visit our website at www.reply.com to learn more about our open roles.