Technical Escalation Analyst Job at Menlo, Inc., Kansas City, MO

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  • Menlo, Inc.
  • Kansas City, MO

Job Description

Job Description

Job Description

Description:

Become an integral part of Menlo's dynamic team as a Technical Escalation Analyst. You will play a crucial role in ensuring the smooth resolution of complex technical issues and customer concerns.

Your impactful contributions will directly enhance education and communities, and you will be part of a collaborative team dedicated to continuous learning and innovation. If you are ready to make a meaningful contribution to a rapidly expanding company that values your skills and determination, Menlo is the place for you.

You Will:

  • Handle escalated cases from our frontline support team and provide timely and effective solutions to meet our client's needs
  • Collaborate closely with various internal teams, including technical support, operations, and account management, to ensure customer satisfaction and maintain high service levels
  • Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy
  • Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services
  • Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution
  • Recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
  • Create and maintain detailed documentation for system configurations and processes
Requirements:

You Have:

  • Strong knowledge of high-quality end-user technical support, related to enterprise software and hardware
  • Understanding of networking concepts and protocols: TCP/IP, DHCP, DNS
  • 2 years experience in an MSP environment
  • Preferred experience supporting web filtering, network printing, VoIP, group licensing, remote desktop support, Google Workspace for Education, and device imaging

Job Tags

Remote work,

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