Help Desk Support Analyst

Job Title : Application support Analyst
Location : Fremont, CA (Onsite)
Duration : Longterm
Rate : $55-58 /hr or 50 w2

Job Description :

What to Expect

• Responsible for assigning all Help Desk and customer inquiries, including technical assistance, best use of product, additional products and services.

• Provides outstanding customer service to Tesla Motors application users.

• Provides second level technical solutions, according to established service levels.

• Offers a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner.
What You'll Do

• Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers.

• Follow-up on tickets resolved by internal IT teams to ensure communication to the customer with high degree of satisfaction based on results and level of service.

• Liaison for Level III Information Technology development support.

• Resolve production issues by fixing defects in application source code wherever feasible.
What You'll Bring

• Executes monitors and completes assigned tasks on multiple computer systems and platforms.

• Documents and maintains shift documentation in ticket management system.

• Work closely with the US/Offshore counterparts and Leads in ensuring timely resolution of issues.