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Customer Support Analyst
N. Harris Computer Corporation - CADBritish Columbia, Canada
30+ days ago
Salary
CA$40,000.00–CA$50,000.00 yearly
Job type
Full-time
Remote
Job description
Customer Support Analyst
CityView - Remote
The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer support.
The starting base salary for this role is budgeted between $40,000-50,000 / year based on experience.
Responsibilities :
Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
Manages bug fixes and software enhancements.
Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
Recognizes issue with code, but escalates to development.
Provides technical leadership and training for lower level support specialists.
Receives requests for computer technical assistance and problem resolution from company employees.
Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
Exercises sound professional judgment in analysis of problem in order to : (1) attempt hardware / software solution by phone, or (2) decide proper level of maintenance required to solve problem.
Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
Other duties as assigned.
Qualifications :
At least three years of prior support experience
Proficiency with Microsoft Office products
Ability to handle customer inquiries, requests, and complaints in an efficient, effective, and professional manner
Excellent troubleshooting and analytical problem-solving skills
Excellent oral and written communication skills
Highly developed organizational skills and time management ability
Ability to work independently on assigned projects, as well as in a team atmosphere
Highly motivated, flexible, adaptable nature
Able to deal with different personality styles
Ability to learn quickly in a fast-paced, challenging, and ever-changing environment
Excellent computer skills, knowledge of computer hardware and commonly used office software such as Microsoft Office Suite
Prior bookkeeping or accounting experience is a plus