Analyst, Customer Support

Primary Role Responsibilities

The 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 Duties

• Provide 1 st line user support for client applications.
• Provide responses within SLAs.
• Provide clients with exceptional service whether by phone or e-mail.
• Respond to incoming support issues, minor enhancements and change requests.
• Identify root cause and resolve issues or escalate with internal departments to resolve client issues quickly as needed.
• Manage customer expectations and communicate status and resolution.
• Manage multiple priorities and deliver timely and accurate client feedback.
• Using internal systems to update and assign support cases through their lifecycle.
• Develop a deep understanding of client s application(s) while sharing knowledge with others.
• Develop an understanding of client usage of their applications and impact to their business processes.
• Support Customer Success Managers with client queries or with billable tasks as needed.
• Other duties as assigned.
• Convey a professional and friendly approach while displaying honesty and integrity.

Knowledge and Skills

• High level knowledge of Databases, SaaS, IT systems.
• Excellent verbal and written communication skills.
• Customer service experience is essential.
• Proven and demonstrable problem-solving skills/techniques.
• Understanding of ITIL methodology, processes involving the service team and Software Design Lifecycle Cycle.
• Understanding of commercial business practices. Knowledge of the Risk and Insurance industry is an advantage.

Experience

• 2+ years work experience.

Preferred Qualifications

• Bachelor s degree or equivalent in information systems, risk management, or customer service related field.

Hours:
8AM-5PM EST/EDT (6.30PM - 3.30AM IST)