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.

They must be able to work well within the team and with other colleagues in Riskonnect to resolve client issues. We are looking for a candidate who is proactive and uses their initiative to resolve issues with the resources available to them.

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
• 24x5 role with on-call during weekends
• 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.