Customer Support Analyst

N. Harris Computer Corporation - CAD
Ontario,Remote
$40K-$50K a year
Remote
Full-time

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
  • Patient, enthusiastic, customer focused attitude.
  • Ability to multitask
  • 30+ days ago
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