Solution Center Analyst I

Under general supervision and guidance, the Solution Center Analyst I role provides Level I support to users of the NASCO systems and is the first line of contact for any customer who needs support. The Solution Center Analyst I answers calls and emails to handle issues across a small, selected number of system areas on the processing system, support personal computer hardware /software, and collect detailed information which will be passed and/or escalated through tickets in the call tracking system. They will track the issues and communicate updates or resolutions to customers. The Solution Center Analyst I will be able to provide standard levels of technical support across one or a number of operational areas for NASCO and communicate to NASCO Customer Service Center Management Team regarding status of calls and problem resolution. This position is non-exempt and eligible for overtime under the Fair Labor Standards Act.

• Provides 1st line technical support for several assigned areas of NASCO Operations; answering support queries via phone and email 
• Demonstrates readiness by logging into the phone system when your shift time begins and continue to stay logged onto the system unless coverage is supplied by another Solutions Center Analyst.
• Responds to user problems and retains ownership of user problems and is proactive when dealing with user issues by working with more experienced peers or team lead
• Inputs all calls on the call tracking system by close of business in order to officially register the issue so it can be worked through the appropriate processes and procedures
• Responds to inquiries from clients and helps them by resolving any issues related to the NASCO Processing System, hardware or software related problems or any other request where assistance is needed.
• Assists in maintaining a log of any application, software or hardware problems detected which could denote an outage and show a sense of urgency by escalating through the proper documented channels for immediate support
• Escalates more complex support calls through Solution Center Analyst II, the NCSC Team Lead and then on to level II (PAC’s, Deskside Support, Application Support) and III (NDT) support
• Reports any important information (any Severity I and Severity II issues) to Management Team

Required Knowledge, Skills, Abilities and Experience: 

• Previous Helpdesk (telephone support) experience with an excellent telephone manner
• Experience using a call tracking software
• Excellent oral and written communication skills
• Must be a motivated, self-starter, with high initiative and sense of urgency, and have a high attention to detail
• Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes

Desired Knowledge, Skills, Abilities and Experience:

• High proficiency using and troubleshooting Microsoft Excel and Microsoft Word
• Demonstrated ability as a problem solver with the ability to present alternative approaches consistent with customer needs
• Strong analytical and organizational skills
• Excellent interpersonal and relationships building skills
• Ability to communicate with all levels of customers in the organization

Required Education and Certification:

• Associate / technical degree or equivalent
• HDI Certification, preferred.

Working Conditions:

• Home office / Remote
• Well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation
• Must be able to use equipment at workstation for at least 8 hours daily
• Remote, Local to state of Michigan

This position is non-exempt and eligible for overtime under the Fair Labor Standards Act.

Benefits Overview

At NASCO, we trust our workforce to be fully remote, working from their home. This benefit offers significant, personalized outcomes for each associate including work/life balance, savings on commuting, work clothing, and increased time to spend on personal activities.

Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer:

Physical and Mental Health Benefits

• Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
• Telehealthcare – for Medical and Behavioral visits
• Generous PTO with buy/sell options
• 9 Company holidays, a floating day off, and a day off for volunteering
• Employee Assistance Program
• Wellness program - earn insurance discounts or credit towards health-related items

Financial Health Benefits

• 401K Plan with employer matching contributions
• Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
• Bonus and Recognition programs
• Tuition Assistance
• Consultation with financial planner
• Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available
• Group Discount programs - mobile, technology services, etc., to help you save money

Other Benefits

• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability. Must have legal authority to work in the US.

We will not accept applicants that use AI when answering the screening questions. Applicants who use AI to answer any questions or to complete their application will not be considered for employment.

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