Tier 1 Support Analyst

The Tier 1 support analyst will be responsible for providing exceptional customer service and support to our clients They will be the first point of contact for our customers and responsible for triaging issues and escalating them to the appropriate teams when necessary. The ideal candidate will need to have time management skills be able to collaborate and work independently and show technical curiosity.

We have multiple Tier 1 Assistance Groups due to the number of services we offer our clients. Our team of Tier 1 Analysts enjoy helping people and figuring out resolutions with a collaborative team environment.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Answering inbound calls and emails from customers as well as responding in a timely and professional manner

• Managing your day-to-day work

• Maintaining knowledge of our products and services to provide accurate information to customers

• Fully addressing client’s questions/issues to make sure they have what they need

• Use opportunities to not only assist customers but also educate them on important features and processes when necessary

• Escalating issues to our Tier 2 support teams when necessary

• Meeting or exceeding performance metrics such as response time resolution time and customer satisfaction ratings

• Troubleshooting technical issues and providing solutions to customers

• Maintaining a positive and professional attitude with all clients and teammates

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• 1-2 years of experience in customer service or a related field (preferred)

• Excellent communication skills both verbal and written

• Ability to work independently and as part of a team

• Excellent problem-solving and critical-thinking skills

• Ability to empathize with customers and convey confidence

• Works with a sense of urgency with the ability to prioritize individual tasks

• Proficient in Microsoft Office and other basic computer skills

• Knowledge of basic technical terminology preferred

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