Customer Support Analyst

2 weeks ago


Plano, Texas, United States MARQUIS Full time


Join our team at Marquis, the leading provider of data analytics software and consulting services for financial institutions globally. With over three decades of experience, we deliver scalable and effective marketing, sales, and compliance solutions.

Marquis has been serving more than 750 financial institutions since the late 1980s, and our clients consistently highlight our exceptional team as our distinguishing factor.

Role Overview: Client Support Analyst
As a Client Support Analyst, you will be responsible for addressing customer technical inquiries by gathering relevant information, diagnosing issues, and providing effective solutions.
Your responsibilities will include managing ticket queues and prioritizing escalations according to established service level agreements (SLAs) and resource availability.

It is essential to maintain comprehensive records, document, and track the problem-solving process within our support desk application, ensuring each issue is resolved satisfactorily.

You will evaluate documented solutions and analyze trends to mitigate future challenges.
Taking ownership of tickets and guiding issues to resolution is a key aspect of this role.
Regular reporting on status updates and resolution progress will be required.
Handle multiple inquiries, organize client calls, document tasks and steps within tickets, and ensure issues are resolved efficiently.
Maintain a high level of communication with both internal team members and external clients.
Exhibit a strong understanding of our customer base, ensuring that the company's tone is reflected in every interaction.
Demonstrate the ability to thrive in a fast-paced, collaborative environment.
Adaptability to multi-task and respond swiftly to changes in a busy service center is crucial.
Prioritize and escalate issues or requests to the appropriate personnel when necessary.
Test implemented fixes to confirm that problems have been adequately addressed.
Develop a comprehensive understanding of our products to effectively communicate with customers regarding various inquiries.
Proficiency in popular software applications such as Word, Excel, PowerPoint, and Outlook is required.

Qualifications:
Exceptional oral and written communication skills
Proficient in HTML with the ability to identify and implement quick fixes.
Familiarity with online presentation tools such as GoToMeeting, WebEx, and Zoom
Knowledge of the Credit Union/Banking sector is advantageous
Strong customer service, problem-solving, and follow-up skills
Experience with CRM software
Computer literacy and the ability to navigate between various software applications and internet browsers
Conduct unit and system-level testing on applications with meticulous attention to detail
Demonstrate strong work ethics, including dependability, a positive attitude, adaptability, honesty, integrity, self-motivation, self-confidence, and professionalism
Exhibit sound judgment and a willingness to learn

Position Requirements:
Experience with MCIF software is a plus.
Previous experience in SaaS support is advantageous.
Familiarity with ticketing systems (e.g., Zendesk, Jira) is preferred.
Knowledge of SQL is a plus.
A minimum of 5 years of customer service experience is required.
A strong desire to learn and grow within the role.
Knowledge of server and desktop environments
Ability to perform daily IT functions, such as user management, access privileges, and email configuration.
Must possess a collaborative team player attitude with a patient and helpful demeanor.
Self-motivated with the capacity to adapt and respond positively to shifting priorities.


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