Customer Support Analyst
CityView - Remote
The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer support.
The starting base salary for this role is budgeted between $40,000-50,000 / year based on experience.
Responsibilities :
- Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
- Manages bug fixes and software enhancements.
- Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
- Recognizes issue with code, but escalates to development.
- Provides technical leadership and training for lower level support specialists.
- Receives requests for computer technical assistance and problem resolution from company employees.
- Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
- Exercises sound professional judgment in analysis of problem in order to : (1) attempt hardware / software solution by phone, or (2) decide proper level of maintenance required to solve problem.
- Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
- Other duties as assigned.
Qualifications :
- At least three years of prior support experience
- Proficiency with Microsoft Office products
- Ability to handle customer inquiries, requests, and complaints in an efficient, effective, and professional manner
- Excellent troubleshooting and analytical problem-solving skills
- Excellent oral and written communication skills
- Highly developed organizational skills and time management ability
- Ability to work independently on assigned projects, as well as in a team atmosphere
- Highly motivated, flexible, adaptable nature
- Able to deal with different personality styles
- Ability to learn quickly in a fast-paced, challenging, and ever-changing environment
- Excellent computer skills, knowledge of computer hardware and commonly used office software such as Microsoft Office Suite
- Prior bookkeeping or accounting experience is a plus
- Patient, enthusiastic, customer focused attitude.
- Ability to multitask
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