We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

How you'll LEAD:

The Tech Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised. The Tech Support Analyst documents, communicates, tracks, and monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level Agreements.  Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.

How you'll CREATE:

• Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email.

• Interprets, analyses, researches and resolves simple to moderately complex inquiries

• Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours

• Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.

• Research, resolve, and respond to all calls, e-mails, chats, call-backs, and Self-Service requests in a professional and timely manner in accordance to established guidelines and procedures

• Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures

• Utilizing the internal knowledge base, experience and team resources

• Provide technical advice, guidance, and informal training to customers

• Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users

• Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.

• Support multiple locations and remote users via remote tools

• Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers

• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team resources

• Document issues and troubleshooting steps concisely in the ticketing system

• Follow up on open issues with escalation groups to provide updates to customer

Bring your VIBE:

• 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent

• Excellent customer service, telephone etiquette, and interpersonal skills

• Strong verbal and written communication skills and the ability to effectively listen

• Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints

• Ability to maintain a high level of customer trust and confidence in the team’s knowledge and concern for users’ needs

• Demonstrated knowledge of technical specifications of various IT Equipment and software packages including computers, printers, Microsoft Office solutions, Zoom, Microsoft Operating Systems, MacOS, iOS and Android

• When able, provide support for deskside, conference room A/V, tasks such as provisioning, configuring, and basic troubleshooting

• Flexibility to work evening and weekend shift hours in rotating on call schedule. (HOLIDAYS)

• Critical thinker and problem-solving skills.

• Self-motivated with ability to not only work in group/individual setting, but able to drive action and independently with little to no direction.

• Provide onsite support coverage as needed to cover TechBars

• 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent

• Must have a good understanding of personal computers, printers, peripherals and mobile devices

• Must have excellent online/telephone etiquette paired with strong listening and written communication skills

• Must be disciplined to learn and follow standard operating procedures