Analyst, Customer Support

1 semana atrás

Colombo, Brasil Riskonnect Inc Tempo inteiro

**Customer Support Analyst**:

- The Customer Support Analyst is responsible for day-to-day front line client support activities such as: answering general questions about client’s solution, troubleshooting system issues, providing basic user training, and assisting with technical questions/issues. The Customer Support Analyst will also seek to understand the client’s business needs and collaborate within the organization to provide high quality customer support solutions while representing the client’s needs.

**Essential Duties**
- Provide high-quality customer support as the first point of contact for software clients, assisting with product-related inquiries via phone, and the ticketing platform
- Provide timely and high-quality initial troubleshooting (L1) on the customer support requests
- Follow the established standard helpdesk procedures
- Follow up with customers, provide feedback and ensure problems through to resolution
- Identify, troubleshoot, and resolve technical software issues
- Lead conference calls during the troubleshooting process with clients
- Document all client & internal interactions within the Customer Support Ticket Tracking System
- Use effective written and verbal communication with clients, colleagues, and partners
- Communicate and/or escalate with internal departments to resolve client issues quickly
- Manage multiple priorities and deliver timely and accurate client feedback
- Demonstrate strong active listening and follow-up skills
- Navigate through multiple systems without assistance
- Convey a professional and friendly approach while displaying honesty and integrity

**Knowledge and Skills**:

- Excellent verbal and written communication skills and proficiency in English
- Proven working experience in providing help desk support or other customer support role
- Strong teamwork and communication skills, especially working with people from different backgrounds and cultures

**Experience**:

- Previous experience in a similar capacity (software support)

**Preferred Qualifications**:

- A bachelor’s degree in a software or technical field of study is strongly preferred.
- Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology is preferred.

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