Employment Category: Regular Full Time Exempt
Reports to: VP Customer Care & Operations
Position Summary
What You’ll Do/Position Summary
The Support Analyst is our gateway to support for our Indeavor Solution end users. This role involves triaging incoming requests, setting customer expectations in line with contractual agreements, and handling common problems.
Additionally, the Support Analyst assists with how-to guidance, feature requests, and contributes to the creation of Knowledge Base Content (KBAs). This position requires strong problem-solving skills, excellent communication abilities, and the capability to escalate issues to Level 2 support when necessary. Support Analysts must work in accordance with customer contracts and Service Level Agreements (SLAs).
The Support Analyst must be curious and logical, have excellent problem-solving skills to diagnose, evaluate and describe complex situations. Most importantly candidate must have the ability to empathize with our customers and communicate effectively both internally and externally.
Key Responsibilities
- Deliver exceptional customer service via phone, email, and web conference.
- Handle Indeavor Call inquiries and provide prompt assistance to customers.
- Liaise with customers to triage reported issues, understand the impact, and conduct deep analysis to determine the type of request.
- Set appropriate expectations with customers based on their type and impact to manage them according to their contract.
- Resolve common support issues promptly and in accordance with SLAs.
- Use lower environments to thoroughly validate and understand the functionality within the core product and applications, ensuring a deep understanding of customer configurations and use cases.
- Document understanding, assessments, and recommendations clearly and thoroughly when escalating issues to level 2.
- Follow up with customers to ensure their issues are resolved.
- Contribute to the creation and maintenance of Knowledge Base Articles (KBAs) to facilitate self-service support options.
- Other duties as required
Skills, Education and Experience
- Bachelor’s Degree
- Excellent written and verbal English communicator
- A positive, team-oriented attitude with a desire to help
- Fast, self-motivated learner
- Critical and analytical thinking skills
- Flexibility in scheduling including early hours, and the ability to work some weekends and public holidays throughout the year
- Microsoft Office Suite
Other Considerations
- 1st and 2nd shift schedule
- Schedule will require some weekends and holidays during the year
- Special consideration will be given to candidates with business fluency in other languages, specifically German, Chinese, Portuguese and Spanish
- Candidate must be legally able to work in the US without sponsorship
Benefits: Health insurance, 401K, open vacation policy, dog friendly environment, exciting and fun work environment
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