About the Role
We are seeking an experienced Customer Support Analyst to join our fast-growing support team. This is a great opportunity for someone with excellent customer skills and a can-do attitude.
As a Customer Support Analyst, you will be responsible for providing exceptional customer service as the first contact point for our users. You will manage a daily workflow of managing new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.
The ideal candidate will have minimum 3 years of customer-facing experience in a customer support/service or help desk role, ideally supporting a SaaS technology platform. They will be an expert at identifying the root issue presented by a user and have a strong aptitude at identifying a problem's root cause and quickly finding and implementing steps to remediate it. The candidate will also have excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
Key Responsibilities
- Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.
- Manage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.
- Investigate and resolve inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter.
- Resolve enquiries efficiently while addressing the core problem to solve for the customer.
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