Customer Support Analyst

Operative - 1 poziție
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Tipul job-ului
Salariu Nespecificat
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Candidatul Ideal

COMPETENCIES
Required:

Excellent written and verbal communication skills (English Proficiency)
Ability to gather issue details, identify problems, mediate issues, develop solutions, and implement a course of action

A ‘can do’ attitude with strong follow-through habits
Deadline and detail-oriented, with the ability to juggle multiple customers and projects simultaneously.
Ability to handle challenging customer situations with diplomacy and be cool under pressure
Ability to analyze customer incidents and recreate possible defects in a simulated environment
Exceptional interpersonal and customer service skills
Strong Microsoft Excel knowledge

Preferred:

Familiarity with Software Development Life Cycle (SDLC) concepts
EDUCATION, CERTIFICATION, AND EXPERIENCE
Required:

Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields, or equivalent experience
Proficiency with SQL and an understanding of relational database systems

Proficiency with CRM tools (Salesforce, Jira, etc.)
2+ years of application or technical support experience (Level 1 or 2)
Excellent communication, organizational, and problem-solving skills
Ability to work flexible hours and a willingness to work on-call when required

Preferred:

Experience with On-Premise/Custom built applications
Familiarity with IT frameworks (ITIL or Six Sigma)

Descrierea jobului

JOB SUMMARY
Operative is looking for a Customer Support Analyst, responsible for delivering business-to-business application support. This role champions customer priorities, drives incidents to closure, and enhances the customer support experience. You will combine strong technical and functional problem-solving skills with a keen business sense to deliver top notch customer-focused support.

MAIN DUTIES AND RESPONSIBILITIES
Receive, analyse, troubleshoot, replicate, and resolve complex customer issues, post-implementation, with a goal to aide in customer success, retention, and adoption of Operative product lines
Build knowledge of the software, troubleshooting tools and processes
Provide rapid response and resolution to complex customer incidents within the SLA requirements
Coordinate with Operative internal teams (Product Management, Solutions, TechOps, Customer Success, and Engineering) to address customer needs and requests
Demonstrate initiative, agility and follow through in areas of responsibility
Be personable, professional, and responsive, while capably representing Operative to customers
Assist Senior Analysts and Leads
Contribute to the support knowledgebase
Assist with a variety of operational projects such as monitoring customer production environments

Descrierea companiei

Operative designs and implements innovative management systems for the broadcast, cable, and satellite industries. Since its establishment in 2000, SintecMedia`s advanced software tools have addressed the growing gap between the established sales, traffic and scheduling management systems and the new requirements created by a rapidly changing business environment

Operative has offices in New York, Denver, Toronto, London, Craiova and Jerusalem .

Publicat 29 iun. 2021 Reactualizat 27 iul. 2021 Expiră 29 iul. 2021
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