Note: The job is a remote job and is open to candidates in USA. Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. They are seeking a Support Analyst I to provide first-level technical support for hardware, software, network, and access issues, focusing on clear communication and customer service.
Responsibilities
- Provide first-level technical support for hardware, software, network, and access issues via phone, email, chat, and video
- Ensure courteous, professional interactions with FORVIS personnel while maintaining high standards in work quality, client relations, and team collaboration
- Troubleshoot and resolve issues using documented procedures and available tools
- Promote self-help resources and escalate unresolved tickets after 30 minutes
- Maintain confidentiality and direct complex requests to management
- Log all actions, inquiries, and resolutions accurately
- Follow up with users and set realistic expectations
- Meet performance metrics, including answering calls within 15 seconds and keeping abandoned call rate below 5%
- Manage ticket backlog and contribute to departmental goals
- Participate in on-call rotations during evenings, weekends, holidays, and shift changes
Skills
- Currently enrolled in a tech/computer science program or has relevant support center experience
- Minimum 1 year of technical customer service or equivalent training
- Strong written and verbal communication skills
- Proven customer service excellence
- Proficient in PC, laptop, printer, and peripheral hardware support
- Skilled in Windows, Microsoft Office, communication tools, antivirus, and diagnostics
- Capable of troubleshooting onsite and remote computing issues
- Collaborative and professional interactions with peers, clients, and executives
Benefits
- Group health plan benefits
- 401(K)
- Profit-sharing contributions
- Flexible time off
- Parental leave
- Positions that are non-exempt will be eligible for overtime pay compensable at a rate of one and a half times the hourly rate for any hours worked over 40 in a work week.
- Benefits are eligibility-based
- Holidays
- Medical, dental, vision, tax-savings plans
Company Overview
Forvis Mazars, LLP is an independent member of Forvis Mazars Global, a leading global professional services network. It was founded in 2022, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 5001-10000 employees. Its website is https://www.forvis.com.Company H1B Sponsorship
Forvis Mazars US has a track record of offering H1B sponsorships, with 11 in 2024, 15 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.