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Client Support Analyst

2 months ago

Atlanta, Georgia, United States AMP Full time

Position Overview:

This role is an IN OFFICE position in Atlanta.

Eligibility: You must be able to work in the United States and we cannot provide work visa sponsorship at this time.

Company Background:

AMP is a leading technology firm delivering innovative solutions tailored for car wash operators nationwide. Our offerings encompass advanced software solutions, including customized mobile membership applications, administrative dashboards, and interactive kiosks. These tools empower our clients to harness customer data in unprecedented ways within the car wash sector.

Role Summary:

We are on the lookout for a driven, analytical, and customer-focused individual to join our Support Engineering team as a Support Engineer. In this capacity, you will be pivotal in ensuring our clients' success and satisfaction by addressing support inquiries, analyzing error logs to troubleshoot issues, and crafting customer-facing documentation. Your role will involve close collaboration with our clients, offering tailored support, onboarding guidance, and proactive solutions to maximize their experience with our products.

Key Responsibilities:

Customer Engagement:

  • Act as the primary liaison for customer inquiries, issue resolution, and escalation management. Build trust and loyalty among clients while utilizing our applications and associated systems to deliver exceptional support.

Issue Resolution:

  • Utilize various systems to identify both known and new error types, addressing issues that affect user experience. Detect recurring patterns and anomalies, and analyze error codes and timestamps to uncover root causes.

Reporting and Documentation:

  • Keep meticulous records of error logs, investigations, and resolutions. Develop internal documentation for common error scenarios and their solutions, sharing insights with team members to enhance system reliability.

Product Knowledge:

  • Gain a comprehensive understanding of our applications and their features. Stay informed about the latest product updates and enhancements, effectively communicating product functionality and benefits to clients.

Client Training:

  • Develop and maintain customer-facing documentation, FAQs, and knowledge base articles to support self-service assistance as new features are introduced.

Collaboration:

  • Engage in regular communication with both local and remote team members through various channels to ensure effective collaboration and alignment on project goals.

Qualifications:

  • Bachelor's degree
  • 0-2 years of relevant work experience
  • Strong communication skills
  • Ability to simplify and convey complex information
  • Passion for problem-solving
  • Exceptional analytical skills and attention to detail
  • Experience in data analysis and presenting insights
  • Self-motivated and results-oriented
  • Ability to manage multiple priorities under pressure
  • Willingness to learn new concepts and technologies as the company evolves

Preferred Skills:

  • Proficiency in Microsoft Excel
  • Experience with analytics tools such as Power BI, SQL, or Python
  • Familiarity with CRM and customer success software

Additional Benefits:

  • Competitive salary with significant growth potential
  • Equity opportunities in a rapidly expanding company
  • 401K plan with company matching
  • Comprehensive medical, dental, and vision insurance