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Ybor-Customer Support Analyst

Location: Tampa, Florida, United States
Job # 10420621
Date Posted: 02-12-2018
Ybor-Customer Support Analyst
Tampa, Florida 33605
7:00am – 4:00pm (Mon – Fri)
Temporary to Direct
6 month contract
$21.27 / hour
 
The Customer Support Analyst performs multi-disciplinary functions relating to the support of company Max configurator, MPrice Pricing Tool, in-house developed applications, compliance programs and special projects. This role is primarily responsible for customer support, training and reporting.
Duties include, but are not limited to, helping customers over the phone or through electronic chat, troubleshooting problems and accurately documenting customer calls, issue validation for defect identification, create and update support tickets, conduct customer follow-up for issue resolution, work with partners for adoption of the Max Configurator.
Requirements:
 
• Business / Application Knowledge
• Fundamental understanding of customer support
• Basic understanding of issue testing and validation
• Possesses a basic understanding of the software development lifecycle
• Maintains a solid understanding of Ticket Tracking Systems
• Possesses superior customer service and communication skills
• Ability to analyze problem situations while assisting customers and formulate a potential resolution
• Understands and follows proper support guidelines
• Possesses solid testing and troubleshooting skills
• Ability to effectively create detailed user documentation
• Ability to translate metrics in to usable charts and reports
• Ability to translate user requests, troubleshoot and resolve user-initiated discrepancies and communicate those to the appropriate staff as necessary
• Ability to facilitate and conduct customer meetings, presentations and trainings
• Possesses solid communication and presentation skills
• Possesses superior attention to detail
• Possesses excellent organizational and prioritization skills
• Reports on backlog status in a timely fashion
 
Qualifications
• Associates degree or equivalent work experience required
• Bachelors degree is preferred
• Experience with customer service/support required
• Experience with Microsoft Word, Excel, and PowerPoint
• Communicates effectively and professionally with reporting managers, team members, users, and internal/external customers
• Demonstrates integrity and professionalism
• Strong computer literacy required
• Strong analytical, problem solving and critical thinking skills required
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