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Job Description
Job Title Customer Support Analyst
Job ID 661832
Location Scottsdale,  AZ 85260
Other Location
Description Career Evolutions is looking for a Customer Support Analyst for a fast-growing, privately held high-tech company headquartered in Scottsdale, AZ. Excellent compensation and a great benefit package.

Job Title: Customer Support Analyst
Key Responsibilities:

Incident Management
  • Gathers complete information from clients, documents steps taken, researches the knowledgebase and documentation for known solutions, isolates causes and takes restorative actions while minimizing disruption to the client's business operation.
  • Uses remote access utilities and other resources during the troubleshooting process and escalates issues to senior level analysts when necessary for further analysis.
  • Communicates complex procedures or diverse information to resolve customer issues.
Customer satisfaction
  • Responds and communicates effectively with clients in order to build trust and loyalty.
  • Acts with an appropriate sense of urgency follows up with clients to ensure issues are resolved to the client's satisfaction, develops rapport through personal interaction and provides courteous, friendly treatment.
  •  Interacts constructively with colleagues to resolve customer issues in the most effective manner.
  • Participates in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness.
  • Actively seeks and applies knowledge gained from colleagues and outside resources and shares that knowledge with others.
Technical expertise 
  • Acquires and maintains expertise on the application software product set and its operating platforms.
  • Requires a good working knowledge of how client firms could utilize or adapt the software to effectively manage their business from a financial and operational perspective.

  • Bachelor’s degree
  • Experience in a software application support role
  • Technical knowledge of MS-Windows environments
  • Deductive logic, complex problem solving and excellent trouble shooting skills
  • Self-directed, able to prioritize and effectively handle many incidents at a time
  • Exceptional customer service, organizational, and time management skills
  • Excellent written and verbal communication skills
  • Performs additional functions, duties, and specific tasks and duties of a similar nature and scope as necessary in order to achieve assigned business objectives
  • Fluent in Spanish or Portuguese is a plus
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