Analyst, Customer Support Jobs

General Summary

Responsible for day to day front line client support activities such as: training, answering general questions about client’s solution, troubleshooting system issues and assisting with technical questions/issues. Performs and manages ongoing account work, maintains client issues lists and is responsible for coordinating the right resources to assist with delivering day to day support. Understands client’s business, collaborates within the organization to craft solutions and represents client needs.

Essential Duties

• Communicates and liaisons with all departments in organization to resolve client issues
• Consulting and remain escalation point for complex issues for resolution
• Develops or collaborates with all colleagues and clients to help client with day to day activities
• Interact on a daily basis with clients by phone, email, chat, in person or other methods
• Uses systems tools and processes to provide business analysis or product technical expertise
• Provides ongoing support to clients in the following capacity: Acts as subject matter expert to understand client requirements
• Relates application to client needs
• Identifies, troubleshoots and resolves issues
• Works closely with Account Executive on all client matters and escalates issues swiftly, when appropriate

Preferred Qualifications

• Must demonstrate strong active listening and follow-up skills.
• Salesforce experience preferred.
• Effective written and verbal communication skills to communicate with colleagues, clients, and vendors.
• Ability to exercise sound judgment and strong problem-solving skills.
• Strong computer skills and the ability to navigate through multiple systems without assistance.
• Ability to self-start and independently initiate new opportunities.
• Proven time management skills to manage multiple priorities and deliver timely and accurate work.
• Ability to deliver highly technical information to less technical individuals.
• Demonstrated ability to function effectively both independently and within a team/matrix in a high visibility client environment

Education

• Bachelor’s degree strongly preferred.