Junior Network Analyst

Job Description

The Junior Network Analyst is responsible for the fielding of customer/client calls, generating a case, and either resolving or escalating the case. Calls will be a mixture of Customer Service and troubleshooting of basic technical issues. Since our company serves clients all around the world, this position entails a variety of shift work; therefore, scheduling flexibility is essential. The Junior Network Analyst is our entry position to support guests staying in the leading hotel brands, and hotel staff members; we provide assistance to connect their devices via Wi-Fi and wired/ethernet networks by following the below and other procedures: Step by step guidance on how to connect different devices. Step by step guidance on how to perform the registration/login process. Manually adding browserless devices into the system. Restarting Wi-Fi Access Points remotely (when needed). Escalating incidents to internal departments as applicable. Key Responsibilities: Taking calls from Hotel Guests and Hotel Staff Members. Adhering to company policy on attendance and use of phone status buttons. Addressing questions and concerns reported by callers. Using internal software to create tickets according to Company standards and procedures. Resolving tickets according to company policies. Properly escalating tickets per company policy. When requested, handling e-mail communication with the clients. Provide exceptional customer service to Callers. Representing the company, showing a positive image to Callers. Following policies and procedures provided during training or supplied by Managers. Meeting or exceeding the expected KVI and KPI’s. Working well with other Guest-Tek employees. Keeping up with changing technology and company policies. Attending additional training programs that will be provided and organized by the Company. Other related duties as assigned. Qualifications: Fluent in English (80% or higher) is a requirement. Fluency in French or German as a second language is an asset. Basic concepts of Windows, Apple and Android operating systems, and a comfort level of troubleshooting these topics patiently with a customer over the telephone. Exceptional Customer Service and communication skills. Available to cover shifts supporting a 7/24/365 operation. IT certifications will be an asset. Personal Attributes: Superior communication and interpersonal skills. Customer and business oriented approach. Motivated, reliable, and goal oriented with a proven dedication to customer care excellence. Ability to use logic while providing service. Ability to work independently, and the desire to go above and beyond while contributing to a team’s overall success. A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations and integrity, empathy, and sincerity. Show more Show less