Tier I Support Analyst
Skills Requirements
- Strong customer service orientation with a “can do” attitude
- Excellent communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service
- Follow-up skills to effectively handle and prioritize concurrent service issues
- Multi-tasking – quickly switching between different tasks and activities
- Detail oriented to ensure all client set up requirements are executed accurately, and service tickets are completed in full
- Aptitude for learning new technology
- Independent thinking and problem resolution
- Proven problem-solving skills with an emphasis on quick problem resolution
- Manage difficult customer interactions
- Flexible and adaptable to ongoing product changes
Education and Experience Required:
- Bachelor’s Degree required
- Minimum one year of experience in a customer service environment utilizing phone, web, chat and email communication methods
- Knowledge of MS Office products: Word, Power Point and Excel
Desirable Knowledge and Skills
- System-to-System Integrations, and SaaS-based platform system support
- Advanced Internet browser knowledge, troubleshooting, and web technologies
- Salesforce
- Programming
- PDF Technology
- Client-Server operations and machine architectures in a Windows environment
- Identify issue trends and suggest improvements and fixes
- Microsoft Teams