Customer Support Analyst

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.

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