Customer Support Analyst

Customer Support AnalystThe 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. The 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. They must be able to work well within the team and with other colleagues in Riskonnect to resolve client issues. We are looking for a candidate who is proactive and uses their initiative to resolve issues with the resources available to them. Essential DutiesProvide high-quality customer support as the first point of contact for software clients, assisting with product-related inquiries via phone, and the ticketing platformProvide timely and high-quality initial troubleshooting (L1) on the customer support requestsFollow the established standard helpdesk proceduresFollow up with customers, provide feedback and ensure problems through to resolution24x5 role with on-call during weekendsIdentify, troubleshoot, and resolve technical software issuesLead conference calls during the troubleshooting process with clientsDocument all client & internal interactions within the Customer Support Ticket Tracking SystemUse effective written and verbal communication with clients, colleagues, and partnersCommunicate and/or escalate with internal departments to resolve client issues quicklyManage multiple priorities and deliver timely and accurate client feedbackDemonstrate strong active listening and follow-up skillsNavigate through multiple systems without assistanceConvey a professional and friendly approach while displaying honesty and integrityKnowledge and SkillsExcellent verbal and written communication skills and proficiency in EnglishProven working experience in providing help desk support or other customer support roleStrong teamwork and communication skills, especially working with people from different backgrounds and culturesExperiencePrevious experience in a similar capacity (software support)Preferred QualificationsA bachelor’s degree in a software or technical field of study is strongly preferredTraining in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology is preferred