Position:Support Analyst
Reports to:Support Manager
Location: TBD
Department:Support
FLSA Status:Exempt
The Support Analyst will provide world-class support to existing and potential customers. Technical aptitude, problem solving abilities, customer relationship skills are imperative to success in this role. These skills will enable our Support Analysts to respond to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Acting as the customer advocate, outstanding communication skills and the ability to work independently, will ensure that our customers’ needs are met in a timely manner, providing the highest level of customer satisfaction. This position has the potential to grow to a Sr Support Analyst higher or move into a pre-sales, services, testing or other role within the company.
PRIMARY RESPONSIBILITIES
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Listen to customer concerns to determine the source and the various components of the issue.
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Take ownership of each customer request and manage their expectations to ensure timely resolution.
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Collect and review system data such as job logs, log files, and history reports. Analyze for known issues using platform-specific logs, error messages and problem resolution skills.
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Collaborate with team members on problem identification, analysis and resolution.
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Work independently to resolve customer issues by presenting possible solutions.
- Consult with customers to facilitate changes for best practices.
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Work with management and team to inform them of customer issues requiring special attention.
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Respond to emergency, after-hours support requests on a rotating schedule.
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Obtain and maintain certifications on products assigned.
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Represent the Company and products in a professional manner at all times.
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Other duties as assigned by the manager.
SECONDARY
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Provide triage support for several products in the HelpSystems portfolio to eliminate wait time and provide the best customer experience.
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Conduct product demonstrations with customers by providing online and over-the-phone tools to facilitate customer basic knowledge of all functions.
- Consult with customers regarding other HelpSystems’ software products that might address their needs.
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Assist in presenting online training sessions.
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Stay up-to-date with hardware and software features.
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Assist with testing.
QUALIFICATIONS
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A four-year degree is preferred. Equivalent work experience and accreditations will be considered.
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Previous software support experience is a plus.
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Ability to work successfully with customers to provide problem resolution.
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Strong telephone etiquette.
- Strong problem solving skills.
- Strong verbal and written communication.
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Collaborator and ability to work within a team setting.
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Ability to document problem resolution and other materials.
COMPETENCIES
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Communication & Working Relationships
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Decision Making
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Job, Technical and Product Knowledge
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Personal Accountability & Adaptability
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Customer Focus
HelpSystems is an Equal Opportunity Employer
