Senior Analyst, Customer Support
Riskonnect
The Opportunity
A 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. A 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.
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Primary Responsibilities
- This role supports a Royal Air Force (RAF) contract and requires the successful candidate to attend an RAF site or base a minimum of 2–3 days per week.
- Ability to obtain and maintain UK Developed Vetting (DV) security clearance is mandatory. The successful candidate must be eligible for DV clearance and pass clearance within 6 months of employment.
- Continued employment in this role is contingent upon maintaining the required level of security clearance.
- Provide High Quality Customer Support to software clients via phone and email.
- 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.
- Travel to client sites as needed
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Your current skillset will include:
- Strong Customer Service and Communication Skills.
- Ability to work with a team as well as self-start and independently initiate new opportunities.
- Ability to exercise sound judgment and strong problem-solving skills.
- Ability to deliver highly technical information to less technical individuals.
- Working knowledge of Microsoft Office tools is preferred.
- Knowledge of RMIS, GRC, Healthcare industries are preferred.
- Salesforce experience, Salesforce Trailhead experience and/or Salesforce Certifications are preferred.
- Experience using Jira would be preferred.
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Desirable:
- Degree in a software or technical field of study
- Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology