Position Overview
Job Description:
The Technical User Support Analyst provides frontline technical and customer support in a call center and help desk environment. This role supports mobile devices, applications, and peripherals while ensuring high-quality customer experiences, accurate documentation, and timely resolution of issues. The position requires collaboration with internal teams, participation in on-call rotations, and adherence to regulatory and complaint-handling standards. Responsibilities: Handle inbound call center calls routed to the HCIT queue during normal business hours. Make outbound calls to customers as requested. Respond to email-generated tickets using ServiceNow. Participate in on-call rotations, including one on-call shift per quarter and after-hours coverage. Provide support coverage during holiday shifts as required. Report customer feedback to regulatory bodies ...