Technical Support Consultant

Job Title : RCA Consultant / RCA Analyst / Root Cause Analyst / Technical Support Consultant

Location : Atlanta GA (Hybrid)

Duration : 3 Months contract to start

Schedule : M-F Standard Shift

Pay Rate : $24-27 / hr.

Job description :

We are looking for a talented and motivated individual to join Global Service and Support as a Consultant for a recently formed group that provides a variety of key customer facing services including VIP customer support, Service Level Management (SLM), and Root Cause Analysis (RCA) support.

The Consultant helps to maintain and enhance the customer experience by :

• Creating Root Cause Analysis documents
• Calculating service levels and creating monthly customer metric summaries
• Providing relationship manager support for top clients
• Meeting with clients (as needed) to support any of the above.

In addition, we are looking for team members to contribute to program improvements and form strong collaborative relationships with Sales, Product, Legal, Compliance, and other key teams.

Basic Accountability Statement

"The Consultant role is an advanced position which has the following behaviors and responsibilities :

Duties and Responsibilities

Communication : Communicates at an advanced level in both written and verbal communications. Adapts communication style based on the audience. Has a high degree of emotional intelligence that enables clear and collaborative communication across a variety of situations.

Engagement Management : Proactively manage engagements and expectations with customers experiencing service issues and other service needs. Use your business acumen, customer support experience and communication skills to problem solve, challenge the status quo, and align a broad range of cross-functional teams including Sales, Service Desk, Incident Managment, Problem Management, and other key Global Technology teams in order to keep customers engaged and informed.

Subject Matter Expertise : Maintain expertise on all functions and processes within the RCA, Premier Support, and SLM domains. Grows knowledge of the various

applications and the teams that support them.

Process Orientation : Analyze support ticket data pertaining to our products and platforms in order to isolate issues or trends and apprise leadership with creative solutions that may minimize or eliminate concerning patterns or trends. Initiate and govern process improvements when identified. Work cross-departmentally to address customer concerns in a timely manner.

Problem Solving : Uses available reports and other data to proactively detect problems and / or improvement opportunities. For reactive scenarios, responds to customer and internal escalations and provides support through problem resolution.

Diverse Perspective : Brings a unique skillset or approach to the table in every customer engagement or internal activity.

Passion : Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.

Team Player : Effectively integrates, motivates, and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.

Mentorship : Provides mentoring of technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, data gathering / dashboard enhancements."

Qualifications

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and / or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

– Contributes to team initiatives ensuring the new solution is designed with the customers' needs in mind

– Anticipates customer issues and questions

– Takes action to prevent customer-impacting occurrences"

Unique Qualifications

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https : / / dexian.com / to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.