Customer Support Analyst

Roles & Responsibility

• Take end to end ownership of resolution of reported customer issues and request by probing, analysing, and working with multiple technical teams internally.
• Liaising with other functions to ensure customer issues/requests are resolved satisfactorily in a timely manner.
• Following with customers to ensure their issues and requests have been addressed to their satisfaction and keeping them updated status of open cases.
• Escalating complex customer issues to next level and ensure there a proper hand off on escalated issues.
• Delivering value added solution to clients, identifying and promoting service improvement, efficiencies, and opportunities.
• Staying current with Product knowledge and improve technical skills to be able to resolve most of the customer issues on first contact.
• Responsible for the Customer Support operations of the assigned shift, available for escalations or to assist team members in resolving customer issues.

Requirement & Experience

• Bachelors degree in Computer Science or equivalent with 5-7 years of relevant technology support experience.
• Strong verbal and written communication skills with excellent interpersonal and customer service skills.
• Excellent problem-solving abilities, attention to detail and resolution skills.
• Previous customer service experience, preferably in a fast-paced environment.
• Demonstrated ability to empathize with customers, actively listen, ability to always defuse situation than intensify one.
• Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
• Demonstrate professionalism, discretion, and good judgement in all interactions with customers and co-workers.
• Open to working in night shifts or any shift based on business requirement.
• Familiarity working with ITSM/CRM tools, preferably Sales Force.