Support Analyst
3 weeks ago
Responsibilities
- Provide customer support for Acoustic products including:
- Responding to inbound customer phone, chat, web, and email inquiries
- Listening to customer needs and concerns
- Diagnosing and troubleshooting of technical and product issues.
- Maintaining detailed documentation of customer interactions
- Providing guidance & best practice recommendations on product related issues
- Escalate relevant cases to L3/Engineering teams with appropriate input information and maintain ownership of through resolution.
- Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed
- Follow Acoustic guidelines and processes for case handling
- Deliver excellent customer service by effectively utilizing soft skills and maintaining a positive working relationship between Acoustic and its customers and partners.
- Develop understanding and become certified on Acoustic software products
- Observe trends in customer cases, identify areas of improvement, or initiate proactive measures
- Assist with other reasonable duties as may be required being adaptable to ever changing business needs.
- Rotating shift work is required. Includes weekend and holiday on-call rotation.
- 2+ years customer service experience in IT
- Proven ability to provide exceptional customer experience including the ability to simplify complex application information to effectively communicate with business users
- Experience in web technology and academic understanding of applications and code.
- Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts
- Bachelor's degree in IT or related field.
- Ability to achieve performance targets with minimal supervision.
- A collaborative, teamwork and learning mind-set.
- Strong analytical and problem-solving skills.
- Service-minded and customer-focused attitude
- Bachelor's degree
- Fluency in second language, preferably Spanish, French, or Japanese
- Experience with web applications, digital marketing solutions, content management systems or analytics software.
- Coding skills in any language
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