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Customer Support Analyst
4 weeks ago
**Primary Duties and Responsibilities**:
- Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
- Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
- Provide tier 2/3 functional and technical support on eXplorance software solutions
- Configure and implement new functionality in the eXplorance software solutions
- Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
- Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
- Assist in new implementations, installations, upgrades and migrations of existing customers systems
- Investigate issues with customer IT systems such as, SSO, LMS, SIS
- Communicate and coordinate with internal departments when addressing software bugs or new releases
- Occasionally perform Quality Assurance tasks for testing of new software versions
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
- Collaborate with developers and QA team for high quality, delivery on time
**Skills and Competencies**:
- Exceptional Customer Service Focus
- 3-5 years’ experience in IT related field
- Minimum 3 years customer support/technical support experience with enterprise software
- Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
- Strong analytical problem solving and decision making skills
- Experience working with multiple stakeholders in a problem-solving environment
- Exceptional communication skills, both oral and written with client interaction experience at executive levels
- Ability to handle difficult or sensitive situations with diplomacy and tact
- Excellent time management and organizational skills
- Creative, self-motivated, with good interpersonal skills
- Ability to work independently and as part of a team
- Attention to detail
**Technical Skills**:
- Experience with SQL/Oracle Database querying and with MS Excel
- Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
**Qualifications/Requirements**:
- English and French a must (both verbal and written) Spanish a plus
- Passion for helping customers with strong customer service skills
- Technical or Business Diploma in related field
**Nice to Have**:
- Technical certifications: Microsoft
- Experience with HTML CSS, XML
- Experience working with APIs
- Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS
**Availability**:
- Must be willing to work outside of “normal” business hours (i.e. evenings, nights, weekends) to provide support coverage for our international customers
- 24/7 Pager/On-Call Rotation
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