Technical Support Analyst

6 days ago

Fort Wayne, Indiana, United States Northern Data Systems Full time

About the Role:

We are seeking a highly skilled and customer-focused Customer Success Support Specialist to join our team at Northern Data Systems. As a key member of our support team, you will be responsible for providing exceptional support to our clients, ensuring their technical needs are met, and helping them achieve their business goals.

Key Responsibilities:

  • Provide technical support to clients via remote connections, utilizing a technical and analytical approach to deliver service and support.
  • Interact with clients to provide and process information in response to inquiries, concerns, and requests about our products and services.
  • Gather client information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical software issues, researching required information using available resources.
  • Identify and escalate priority issues per client specifications.
  • Accurately process and document case transactions using a designated tracking software.
  • Offer alternative solutions where appropriate, with the objective of retaining clients' business.
  • Organize ideas and communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled callbacks to clients where necessary.
  • Stay current with system information, changes, and updates.
  • Participate in after-hours on-call rotation.
  • Perform other duties as assigned by Tier II Support Analyst or Support Manager.

Requirements:

  • High school diploma or equivalent required; Associates or higher in Business or Computer Science preferred.
  • 2+ years direct customer service in the financial services industry, or 2+ years in a support call center environment.
  • Ability to communicate clearly via verbal, written, or typed media.
  • Some technical knowledge is a plus; however, a willingness to learn is necessary.
  • Ability to maintain effectiveness when experiencing major changes in work tasks or work environment.
  • Ability to deal effectively with others in antagonistic situations.
  • Willingness to establish proper courses of action to ensure that work is completed efficiently and on time.
  • High standards of performance for self; assuming responsibility and accountability for successfully completing assignments.

Remote Work Opportunity:

This position is open to candidates residing in the following states: Arizona, Colorado, Florida, Iowa, Illinois, Indiana, Maryland, Maine, Michigan, Minnesota, Mississippi, Montana, North Carolina, New Hampshire, New Mexico, New York, North Dakota, Ohio, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Washington, West Virginia, Wisconsin.

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