Incident Response Analyst I

Job Description

Flexential is seeking an Incident Response Analyst I to provide initial analysis, classification, and resolution of customer cases in a high-paced environment. The ideal candidate will possess strong technical skills, troubleshooting abilities, and excellent communication to ensure superior customer experience.

Key Responsibilities and Essential Job Functions

• Provide initial analysis and triage for incoming customer calls and tickets.
• Establish clear expectations and communicate effectively with customers.
• Document resolutions and proactive updates for technical issues.
• Collaborate with teammates and customers to drive improvements.

Required Qualifications

• Working knowledge of relevant operating systems.
• Attention to detail and strong organizational skills.
• Ability to troubleshoot, think critically, and prioritize tasks.
• Excellent communication and customer service skills.

Preferred Qualifications

• Positive attitude with a sense of urgency and ownership.
• Associate degree in relevant field or equivalent experience.
• 1-3 years of relevant experience.
• Customer service and technical certifications desired.
• Experience with troubleshooting tools and technologies.

Physical Requirements

• Ability to sit for extended periods, walk or stand, and use keyboard.
• Must be able to lift up to 50 lbs.

Benefits of working at Flexential

• Medical, dental, vision, and retirement plans.
• Various health and wellness benefits.
• Paid time off and leave options.