Support Analyst

Job Summary

As Support Analyst you will be the first to engage customers regarding support issues. You will provide prompt responses to customers using various forms of electronic communication. You will promote the company brand through high quality support of company products and services. You will deal with customer requests and provide solutions or escalate issues to the back-office team.

This list is not to be taken as fixed or exhaustive however, and you will be expected to perform any reasonable employment task assigned by a leader.

Job Description

• Answer incoming communications from customers as the first point of contact for customers.0
  
• Manage and resolve customer complaints.
• Provide product and service information to customers.
• Research required information using available resources.
• Research, identify, and resolve customer complaints using applicable software.
• Route communications to appropriate resources.
• Manage support tickets using various tools, utilizing Microsoft software, Google Suite, and ZenDesk.
• Introduce new tools to improve ticket management and client interaction.
• Document and communicate expectations, resolutions and product information.
• Manage ongoing tickets, de-escalating the client whenever tickets are escalated.
• Ensure both the company and the client adheres to contract terms and service-level agreements.
• Collaborate with internal teams, including Sales, Operations and Product Management, to address customer issues.
• Communicate effectively with all levels of the organization, provide guidance and direction regarding support and implementation issues.

Job Requirements

• Background in customer service industry.
• Basic knowledge of coding language.
• 2+ Years Related Experience, in a customer service role.
• Excellent communication skills, both verbally and in writing.
• High flexibility with strong interpersonal skills that allow one to work effectively in a diverse environment.
• Self-directed; ability to work independently,
• High level of integrity and work ethic.
• Ability to prioritize and manage conflicting demands.
• Demonstrates aptitude for learning new technologies.
• Knowledge of standard productivity software (Jira, ZenDesk, Word, Excel, Access, MS Project, Google Suite)
• Knowledge and fluency in multiple languages is an asset

Work Conditions

• Operation of desktop computer and peripherals
• Flexible hours including nights, weekends, and holidays
• Working in a busy office environment with frequent interruptions
• Work from Home and at the office; potential for extended periods of sitting