Analyst, Customer Support

3 weeks ago

Atlanta, United States Riskonnect Full time

General Summary:

Responsible for day to day front line client support activities such as: training, answering general questions about client's solution, troubleshooting system issues and assisting with technical questions/issues. Performs and manages ongoing account work, maintains client issues lists and is responsible for coordinating the right resources to assist with delivering day to day support. Understands client's business, collaborates within the organization to craft solutions and represents client needs.

Essential Duties:

  • Uses systems tools and processes to provide business analysis or product technical expertise
  • Provides ongoing support to clients in the following capacity: Acts as subject matter expert to understand client requirements Relates application to client needs
  • Identifies, troubleshoots and resolves issues
  • Develops or collaborates with all colleagues and clients to help client with day to day activities
  • Communicates and liaisons with all departments in organization to resolve client issues
  • Interact on a daily basis with clients by phone, email, chat, in person or other methods
  • Works closely with Account Executive on all client matters and escalates issues swiftly, when appropriate
  • Consulting and remain escalation point for complex issues for resolution

Preferred Qualifications:

  • Salesforce experience preferred.
  • Ability to self-start and independently initiate new opportunities.
  • Demonstrated ability to function effectively both independently and within a team/matrix in a high visibility client environment
  • Ability to exercise sound judgment and strong problem-solving skills.
  • Effective written and verbal communication skills to communicate with colleagues, clients, and vendors.
  • Ability to deliver highly technical information to less technical individuals.
  • Proven time management skills to manage multiple priorities and deliver timely and accurate work.
  • Must demonstrate strong active listening and follow-up skills.
  • Strong computer skills and the ability to navigate through multiple systems without assistance.

Education:

  • Bachelor's degree strongly preferred.

Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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