IT Support Analyst delivering technical support both onsite and remotely for A - LIGN. Collaborating with IT team to resolve user issues and enhance operational efficiency.
About the role
- Support Analyst responsible for managing and resolving production issues across all Vitality offerings efficiently. Collaborating with team members to ensure stakeholder communication during escalated resolutions.
Responsibilities
- Responding to, and regularly providing updates to, open Support SubTasks with the objective of meeting SLAs.
- Working with internal teams and resources to understand and communicate expected behaviour from Vitality systems.
- Providing communication to stakeholders during escalated defect resolutions.
- Triaging incoming Support tickets and identifying priority of investigations.
- Writing detailed tickets for internal development teams with the objective of Support Defects / Hardening Initiatives being routed through the software development process.
- Other duties as assigned
Requirements
- Customer / Member servicing experience and knowledge of Vitality Products
- 2 years experience working in a fast-paced, high-pressure, technical support environment
- Excellent analytical, communication, and writing skills
- In-depth understanding of Vitality’s programs
- Working knowledge of Microsoft office tool suite
- **Preferred**
- Bachelor’s degree in business or technical field
- STRONGLY prefer VG Customer Care Experience
- Experience managing escalated investigations with white glove clients and internal stakeholders
- Knowledge of SQL, ServiceNow, Web Application Administration including HTML, JAVA, and Content Management Systems
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Parental Leave
- Short Term & Long Term Disability
- Training & Development
- Hybrid Work
- Catered Food & Snacks
- Wellness Resources
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