Naperville, Illinois, United States · On-site
Description Position Summary Pay Rate $20.00 /hour Availability to work in office for all assigned shifts in a 24/7 contact center, including evenings, weekends, or holidays. The Senior Contact Center Analyst provides ad…
Skills: Technical Support, Troubleshooting, Ticketing Systems, Microsoft 365, Network Connectivity
Naperville, Illinois, United States · On-site
$18/hr–$20/hr
Description Location: 1864 High Grove Lane, Suite 124, Naperville, IL 60506 Reports To: EMS Manager Employment Type: Full-Time Hours: 8:30 AM – 5:30 PM CST, Monday through Friday Position Overview: We are seeking a relia…
Skills: Inventory Management, Shipping And Receiving, Order Fulfillment, Packaging, Cycle Auditing
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Provide Tier 1 to Tier 3 technical support to enterprise clients via phone, ticket, and chat. Troubleshoot hardware, software, and network issues while maintaining detailed documentation and meeting service-level agreements.
Requires previous help desk experience, a CompTIA A+ certification, and the ability to work in a 24/7 on-site environment. Experience with ticketing systems and providing high-level support to C-suite executives is essential.
Description
Position Summary
Pay Rate $20.00 /hour
Availability to work in office for all assigned shifts in a 24/7 contact center, including evenings, weekends, or holidays.
The Senior Contact Center Analyst provides advanced technical support to enterprise clients through phone, ticket, and chat channels. This position troubleshoots technical issues, maintains accurate documentation, meets service-level expectations, and delivers a professional customer experience. The Senior Analyst must be comfortable working independently and collaborating with analysts, leads, management, and other technical teams.
Key Responsibilities
Provide Tier 1 – Tier 3 technical support to enterprise clients through phone, ticket, and chat channels.
Troubleshoot hardware, software, account access, network connectivity, Microsoft 365, and other end-user technology issues.
Document troubleshooting steps, customer communication, actions taken, and resolutions within the ticketing system.
Manage assigned tickets and follow up with customers until issues are resolved or appropriately escalated.
Prioritize work based on urgency, business impact, service-level agreements, and escalation procedures.
Escalate complex or unresolved issues to the appropriate internal team, client resource, or vendor.
Maintain clear and professional communication with customers throughout the support process.
Follow client-specific procedures, standard operating procedures, and security requirements.
Assist with high-priority incidents and coordinate with leadership and technical teams as needed.
Contribute to knowledge base articles, troubleshooting guides, and internal documentation.
Complete clear shift handoffs for unresolved or ongoing issues.
Meet established expectations for ticket quality, productivity, customer satisfaction, and service-level performance.
Perform other duties as assigned based on operational and client needs.
Required Qualifications
Availability to work in office for all assigned shifts in a 24/7 Contact Center, including evenings, weekends, or holidays.
Previous help desk, service desk, or technical support experience.
Previous experience using a ticketing system such as Freshservice, ServiceNow, Zendesk, ConnectWise, or a similar platform.
CompTIA A+ certification.
Strong troubleshooting, problem-solving, organizational, and time-management skills.
Ability to manage multiple tickets and competing priorities.
Ability to work effectively both independently and in a collaborative team environment.
Strong written and verbal communication skills.
Ability to document technical information and explain solutions to nontechnical users.
Strong attention to detail and ability to remain professional during high-pressure situations.
Experience providing professional, white-glove technical support to CEOs, C-suite executives, and other senior leaders.
Preferred Qualifications
Two or more years of help desk, service desk, or technical support experience.
Experience supporting enterprise clients or working for a managed service provider.
Experience with Microsoft 365, Active Directory, Microsoft Entra ID, Windows, printers, VPNs, and common business applications.
Experience working under service-level agreements and established escalation procedures.
Additional certifications such as CompTIA Network+, Security+, or Microsoft certifications.
Accelerating Transformation Through Innovation
TOGA Technology delivers integrated IT services that enable organizations to modernize operations and drive measurable outcomes. With 20+ years of experience and 500+ team members, we help over 3 million end users scale through proven technology. At the core of our approach is the TOGa platform, our AI-powered Enterprise Resource Automation (ERA) solution. By connecting data and orchestrating workflows, the TOGa platform helps businesses automate operations and unlock long-term growth opportunities. We deliver value through our four business units: Lifecycle Services, Advisory & Modernization, True Partner Services, and Technology Sales. Our impact is amplified through strategic partnerships with industry leaders like Hewlett Packard Enterprise, Dell Technologies, Lenovo, and HP Inc. We believe innovation is fueled by our global diversity and a culture of equity. Our commitment to attracting talent from all backgrounds is essential to our collective success and the solutions we build. If you’re passionate about digital transformation and want to be part of a team that’s driving innovation, please visit our Life and Job pages to learn more.
Offices: 100 Commercial St, Plainview, New York 11803, US · 1120 Avenue of the Americas, 4th Floor, New York, NY 10036, US · 1864 High Grove Ln, Naperville, Illinois 60540, US · Procema Parc, Galea Grivitei, Nr.136, Bucurest, RO · Fortune Executive Building, Suite #1506, JLT, Dubai, AE
Accelerating Transformation Through Innovation
TOGA Technology delivers integrated IT services that enable organizations to modernize operations and drive measurable outcomes. With 20+ years of experience and 500+ team members, we help over 3 million end users scale through proven technology. At the core of our approach is the TOGa platform, our AI-powered Enterprise Resource Automation (ERA) solution. By connecting data and orchestrating workflows, the TOGa platform helps businesses automate operations and unlock long-term growth opportunities. We deliver value through our four business units: Lifecycle Services, Advisory & Modernization, True Partner Services, and Technology Sales. Our impact is amplified through strategic partnerships with industry leaders like Hewlett Packard Enterprise, Dell Technologies, Lenovo, and HP Inc. We believe innovation is fueled by our global diversity and a culture of equity. Our commitment to attracting talent from all backgrounds is essential to our collective success and the solutions we build. If you’re passionate about digital transformation and want to be part of a team that’s driving innovation, please visit our Life and Job pages to learn more.
Offices: 100 Commercial St, Plainview, New York 11803, US · 1120 Avenue of the Americas, 4th Floor, New York, NY 10036, US · 1864 High Grove Ln, Naperville, Illinois 60540, US · Procema Parc, Galea Grivitei, Nr.136, Bucurest, RO · Fortune Executive Building, Suite #1506, JLT, Dubai, AE