Response - Support Analyst I

Company Profile:

At FORVIS, your career is designed with a purpose. We want our team members to thrive professionally and feel the impact their work yields when serving clients, industries, and local communities. This starts by empowering team members to design a career journey that leverages their skills and fuels their passions.

Creating a best-in-class employee experience is at the heart of our vision for the future. With several industry focus areas, multiple service lines, and locations in five geographical regions across the country to choose from, the opportunities for your career are without limit.

About FORVIS

FORVIS is a Top-10 professional services firm providing assurance, tax, and advisory services, driven by our commitment to using our forward vision to provide rewarding career opportunities and deliver unmatched client experiences. Learn more at FORVIS.com

Design your career with purpose at FORVIS. For more information about our firm locations, visit FORVIS.com. FORVIS, LLP is an equal opportunity/affirmative action employer. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, national origin, religion, genetic information, disability, protected veteran status, or other protected classifications.

It is FORVIS's standard policy not to accept unsolicited referrals or resumes from any source other than directly from candidates.

• FORVIS expressly reserves the right not to consider unsolicited referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services, and recruiting agencies.
• FORVIS further reserves the right not to pay a fee to a recruiter or agency unless such recruiter or agency has a signed vendor agreement with FORVIS.
• Any resume or CV submitted to any employee of FORVIS without having a FORVIS vendor agreement in place will be considered the property of FORVIS.

Requisition Number: 2236203

Position Title:

External Description: Description & Requirements

At Forvis Mazars, the Firm Technology Services (FTS) team delivers exceptional and innovative technology solutions to ensure we are providing effective and innovative solutions to the Firm's clients. FTS's commitment to engagement ensures their services always add value, never detracting from involvement.

What You Will Do:

The Response - Support Analyst I position provides enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests, and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following up with impacted users. This role deals with uncomplicated and simple issues. The Response team aims to resolve 80% of user incidents before escalating the situation.

• Maintain a courteous and professional manner when interacting with personnel
• Achieve and maintain high quality in work, client relations and team relations
• Meet performance metrics and standards
• Acts as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
• Adheres to written procedures, checklists and all quality control associated with project deployments
• Ability to retain and protect confidential material
• Direct requests and unresolved issues to their manager
• Deliver excellent customer service by phone, email, instant messaging, and video conference
• Record details of actions taken inquiries, comments, and complaints Promotes the use of self-help catalog and references Known Error DB or Knowledge Base
• Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
• Follow up on end-user interactions
• Investigate end-user problems and attempts to identify their source
• Duties include answering the support line, recording the call, first level corrective action, and escalation
• Utilize all available technology to attempt first call resolution
• Responsible for keeping the end user informed of status of their ticket and to set realistic expectations
• Ensuring all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at < 5%
• Effectively manage backlog to assist in meeting departmental goals
• Escalate tickets to higher level of support when unable to resolve within a 30-minute period

Minimum Qualifications:

• High school diploma or equivalent

Preferred Qualifications:

• Associate's Degree
• 1+ years of customer service in technical environment or equivalent training

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City: Houston

State: Texas

Community / Marketing Title: Response - Support Analyst I

Location_formattedLocationLong: Houston, Texas US

CountryEEOText_Description:

With a legacy spanning more than 100 years, Forvis Mazars is committed to providing a different perspective and an unmatched client experience that feels right, personal and natural. We respect and reflect the range of perspectives, knowledge and local understanding of our people and clients. We take the time to listen to deliver consistent audit and assurance, tax, advisory and consulting services worldwide.

We nurture a deep understanding of our clients’ industries, delivering greater insight, deeper specialization and tailored solutions through people who listen to understand, are responsive and consult with purpose to deliver value.

About Forvis Mazars, LLP

Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. Ranked among the largest public accounting firms in the United States, the firm’s 7,000 dedicated team members provide an Unmatched Client Experience® through the delivery of assurance, tax, and consulting services for clients in all 50 states and internationally through the global network. Visit forvismazars.us to learn more.

Forvis Mazars, LLP is an equal opportunity/affirmative action employer. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, national origin, religion, genetic information, disability, protected veteran status, gender identity, or other protected classifications.
It is Forvis Mazars, LLP standard policy not to accept unsolicited referrals or resumes from any source other than directly from candidates.

Forvis Mazars, LLP expressly reserves the right not to consider unsolicited referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services, and recruiting agencies.
Forvis Mazars, LLP further reserves the right not to pay a fee to a recruiter or agency unless such recruiter or agency has a signed vendor agreement with Forvis Mazars, LLP.Any resume or CV submitted to any employee of Forvis Mazars, LLP without having a Forvis Mazars, LLP vendor agreement in place will be considered the property of Forvis Mazars, LLP.