Support Analyst

Employment Category: Regular Full Time Exempt

Reports to: VP Customer Care & Operations

Position Summary

The Support Analyst will provide front-line support to workforce management end users on various technical issues and business workflow questions relating to our workforce management solution. The Support Analyst will be responsible for responding to customer support requests, while documenting and resolving service tickets in a timely manner. The Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex situations. Most importantly, the candidate must have the ability to empathize with our customers and communicate effectively both internally and externally.

Essential Job Functions

• Provide exceptional customer service in English via phone, email and web conference
• Triage customer issues and then troubleshoot, and follow through to customer resolution, in a timely manner
• Coordinate with both the client team and the development team to ensure all necessary requirements for enhancements are successfully achieved
• Thoroughly test functionality within the core product and applications to ensure changes are successfully implemented and requirements are met
• Follow up with customers to ensure their technical issues are resolved
• Other duties as required

Requirements

Skills, Education and Experience

• Bachelor's Degree
• Excellent written and verbal English communicator
• A positive, team-oriented attitude with a desire to help
• Fast, self-motivated learner
• Critical and analytical thinking skills
• Flexibility in scheduling including early hours, and the ability to work some weekends and public holidays throughout the year
• Microsoft Office Suite

Other Considerations

• 1st and 2nd shift schedule
• Schedule will require some weekends and holidays during the year
• Special consideration will be given to candidates with business fluency in other languages, specifically German, Chinese, Portuguese and Spanish
• Candidate must be legally able to work in the US without sponsorship

Benefits

Salary: $44,000.00 to $48,000.00/year

Benefits: Health insurance, 401K, open vacation policy, dog friendly environment, exciting and fun work environment