Client Support Analyst 2

Job Duties

• Handle basic software, hardware, and product functionality support issues via e-mail and phone.
• Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
• Participates in the After-Hours on call rotation.
• Investigate and answer basic questions, applying knowledge of applications and system requirements.
• Be knowledgeable on our departmental SLA’s, escalation, and service processes.
• Handles escalated issues from the CSA 1 support tier and triage escalated technical and software issues to the CSA 3 support tier.
• Determine whether problem is caused by a software defect or improper workstation system requirements.
• May provide alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Maintain good product knowledge and stay on top of all new future releases.
• Query client data bases and decipher error logs.
• Liaise with applicable partners and third-party companies to troubleshoot and resolve basic functionality and performance issues between integrated products.
• Perform standard troubleshooting and reference knowledge base articles to resolve client issues.
• May specialize by type of software, computer language, or computer operating system.
• Ad hoc departmental reporting and performs other duties as assigned.
• Post-Secondary Degree or Diploma or an acceptable combination of education and relevant experience required. Computer Science, Programming or tech exp is highly preferred.
• Strong evidence of time management skills required, including ability to prioritize many competing projects on a tight deadline.
• Genuinely committed to delivering best in class customer/ technical support.
• Able to effectively communicate both verbally and in writing in English.
• Able to quickly analyze issues and determine best course of action using available resources.
• Able to effectively communicate both verbally and in writing.
• Ability to explain technical concepts and theories to non-technical audiences.