Customer Support Analyst

Customer Support Analyst
CityView - Remote

The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer support.

Responsibilities:

• Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
• Manages bug fixes and software enhancements.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Recognizes issue with code, but escalates to development. 
• Provides technical leadership and training for lower level support specialists.
• Receives requests for computer technical assistance and problem resolution from company employees.
• Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
• Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
• Other duties as assigned.

Qualifications:

• At least three years of prior support experience
• Proficiency with Microsoft Office products
• Ability to handle customer inquiries, requests, and complaints in an efficient, effective, and professional manner
• Excellent troubleshooting and analytical problem-solving skills
• Excellent oral and written communication skills
• Highly developed organizational skills and time management ability
• Ability to work independently on assigned projects, as well as in a team atmosphere
• Highly motivated, flexible, adaptable nature
• Able to deal with different personality styles
• Ability to learn quickly in a fast-paced, challenging, and ever-changing environment
• Excellent computer skills, knowledge of computer hardware and commonly used office software such as Microsoft Office Suite
• Prior bookkeeping or accounting experience is a plus
• Patient, enthusiastic, customer focused attitude.
• Ability to multitask