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E--mail Support Analyst

Company Name:
Randstad Technologies
This position delivers Tier 2 support to end users within the Office of Development & Association of Yale Alumni at Yale University about how to use various software applications efficiently and effectively in fulfilling business objectives. This position is specifically focused on generating and supporting mass broadcast email needs
This individual is responsible for providing ITSM support of critical business applications and includes troubleshooting these applications for internal customers, answering how-to questions, and gathering requirements to aid clients in creating query creation and exporting data via export definitions within the Office of Development & Association of Yale Alumni.
S/he understands institutional needs and has strong analytical skills to resolve issues and assist in creating mid-to-complex queries with clients.
Principal Responsibilities: 1. Resolve issues utilizing excellent customer service skills, problem solving skills, technical reasoning skills, along with a high level of individual judgment to ensure outcomes of customer satisfaction 2. Respond to, troubleshoot, resolve and escalate
tickets
for the client base
3. Interact with users and other team members to categorize and resolve issues 4. Assist teammates and supervisor in the identification of common issues, high priority issues 5. Assist users in creation, editing and sending broadcast email messages including creating and troubleshooting message content created in HTML 6. Document, Analyze, and track user issues for internal and external software development resources to ensure sufficient information is available to effectively track down and correct issues. 7. Determine and test scenarios to reproduce user errors 8. Work closely with all other teams to exchange knowledge and expertise 9. Identify knowledge base appropriate material and generate draft content 10. Resolve issues wherever possible and when not, identify and document problems clearly for escalation. 11. Provide timely feedback to end users via phone, e-mail, or other form of communication 12. Work with customers in establishing the appropriate expectation and response time; 13. Take ownership of assigned interactions, utilize appropriate follow-through, and log all customer interactions 14. Able to speak at an appropriate technical and business level for the audience 15. Quickly understand system vocabulary, business process and content - relate to previous and new method of accomplishing tasks 16. Answer telephone questions and inquiries from customers 17. Perform other tasks as required.
education
and Experience: Bachelors degree and at least five years of diverse business and support analyst experience involving technology, or an equivalent combination of education and experience.
Ability to execute tasks and manage in an ambiguous environment.
Skills and Abilities: 1. Superior communication skills including written and verbal 2. Proficient in the use of Microsoft Excel. 3. Proficient in Dreamweaver or othe HTML tool. 4. Knowledge and experience with flat files (CSV) 5. Excellent analytical skills. 6. Strong customer focus. 7. Able to handle challenging situations and have the ability to recognize when to escalate 8. Self-starter able to work independently with minimal direction. 9. Demonstrated ability to work effectively in a matrix environment. 10. Strong ability to multi-task, prioritize, and adapt to changing priorities.
Additional Education and Experience: 1. Significant Tier 2 application support experience ensuring delivery of high quality user support

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