Analyst, Customer Support

Primary Role Responsibilities
The Customer Support Analyst is responsible for day-to-day front line client support activities such as: answering general questions about clients solution, troubleshooting system issues, providing basic user training, and assisting with technical questions/issues. The Customer Support Analyst will also seek to understand the clients business needs and collaborate within the organization to provide high quality customer support solutions while representing the clients needs.
They must be able to work well within the team and with other colleagues in Riskonnect to resolve client issues. We are looking for a candidate who is proactive and uses their initiative to resolve issues with the resources available to them.
Essential Duties

• Provide 1 st line user support for client applications.
• Provide responses within SLAs.
• Provide clients with exceptional service whether by phone or e-mail.
• Respond to incoming support issues, minor enhancements and change requests.
• Identify root cause and resolve issues or escalate with internal departments to resolve client issues quickly as needed.
• Manage customer expectations and communicate status and resolution.
• Manage multiple priorities and deliver timely and accurate client feedback.
• Using internal systems to update and assign support cases through their lifecycle.

• Develop a deep understanding of clients application(s) while sharing knowledge with others.
• Develop an understanding of client usage of their applications and impact to their business processes.
• Support Customer Success Managers with client queries or with billable tasks as needed.
• Other duties as assigned.
• Convey a professional and friendly approach while displaying honesty and integrity.
  

Knowledge and Skills

• High level knowledge of Databases, SaaS, IT systems.
• Excellent verbal and written communication skills.
• Customer service experience is essential.
• Proven and demonstrable problem-solving skills/techniques.
• Understanding of ITIL methodology, processes involving the service team and Software Design Lifecycle Cycle.
• Understanding of commercial business practices. Knowledge of the Risk and Insurance industry is an advantage.

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Experience

• 2+ years work experience.
  

Preferred Qualifications

• Bachelors degree or equivalent in information systems, risk management, or customer service related field.
  

Hours
8AM-5PM EST/EDT (6.30PM 3.30AM IST)