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.
Teamwork
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.
Requirements:
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
