Senior Customer Support Analyst
Job Opportunity at Kyler Professional Search

Posted on Oct 18    412-420-0061

Location: Chicago, IL
Job Type: Full Time
Job ID: W4142496

Our client is looking for a Senior Customer Support Analyst.  This is a TELECOMMUTE position.
Job Description:
  • Maintain a holistic view of our client’s Commercial Print suite customer's support issues.
  • Work on issues reported through the customer support systems. Provide First Time Right solutions to requests for support by means of identification, modification to system parameters or providing advice to users with clear communication of issue resolution.
  • Maintaining ownership of support requests from Creation to Resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress.
  • Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team.
  • Work with the Engineering Team to help diagnose and resolve software issues
  • Test solutions to ensure that it provides resolution to the issue reported
  • Participate in activities of the support team
  • Contribute to solutions communicated through knowledge base and FAQs
  • Manage individual KPIs
Primary responsibilities:
  • Strong Client Focus
  • Strong Problem Solving Skills
  • Willingness to learn
  • Process cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data
  • Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data
  • Review case priority; maintain strict adherence to priority-based SLA requirements 
  • Provide support to customers via SalesForce following documented troubleshooting instructions using EPS SalesForce workflow focusing on the following key items:
    • Quality and Accurate Communication
    • First Time Right Resolutions
    • Fast Response Times with a clear understanding regarding the Urgency of the issue
  • Document solutions for knowledge base inclusion from client issues 
  • Close cases, capturing all relevant resolution details accurately
  • Follow up with clients that have not provided responses to outstanding questions from the support teams
  • Maintain active client contact records within our support systems
  • Provide regular updates to clients in order to maintain an ongoing relationship
  • Other support tasks as determined by Manager
Education and experience requirements:
  • Post-secondary degree, or diploma with relevant experience in one of the following disciplines:
    • Financial Accounting
    • Job Costing
    • CSR, order management, procurement, business process management
    • Crystal Reports
    • ERP/MIS administration
Relevant skills & knowledge:
  • Confidence in talking directly to client contacts at all levels
  • Excellent organizational and interpersonal skills
  • A self-starter - ability to work with minimal guidance in a fast paced environment is owned, operated, and copyrighted by Career Marketplace (© 2002-2018, All Rights Reserved)