Customer Support Analyst

3 weeks ago

Kansas City, United States SafetyCulture Full time

As a Support Analyst, you are the first contact for our customers when they need help. Quick and efficient is the name of the game. Empathy is a must and friendly service is held to the highest standard. Your quest is to provide excellent support while collaborating with our global teams to ensure our customer's journey is amazing.

You will embody our #thinkcustomer value and use your incredible people skills and technical expertise to deliver an exceptional customer experience.

About You

    • Customer centric approach and dedicated to solving customer problems
    • An active listener who understands customer pain points and takes action
    • Love for technology and solving technical issues
    • Prior experience in customer support highly desirable
How you will spend your time
    • Responding to our customers' concerns across chat, email, and calls based on the SLA set or even faster
    • Always striving to educate our customers about the company, our product and our products' features
    • Using data analysis to evaluate the customer problem, helping you to find an accurate and long-term solution
    • Walking your customers through tricky installation processes and troubleshooting
    • Looking for alternative solutions that will allow you prioritise. Bring ideas on how to help your customers achieve the same outcome just without you
    • Create and send technical documentation to customers and within the technology platforms that the company uses. Notes provided in all the systems should be complete, accurate and follows the quality framework
    • Knowing the escalation cases (based on guidelines for escalation) that should be reassigned to the Level 2 Analysts
    • Researching required information using SafetyCulture prescribed and approved resources
    • Confidence in your decision to close customer cases, knowing that you came to a solution both yourself and the customer is excited about
Why SafetyCulture?
    • Equity with high growth potential and a competitive salary
    • Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
    • 401k
    • Generous Medical Insurance plans
    • In-house Chef serving up daily breakfast, lunch and snacksWellbeing initiatives such as subsidised fitness programs, EAP services
    • Paid Parental Leave
    • The work we do has real purpose, we are working to improve how millions of front line workers and leaders do their jobs every day and getting them home safely
    • Access to professional and personal training and development opportunities
    • Hackathons, Workshops, Lunch & Learns
    • We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
    • Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages
    • Quarterly celebrations and team events
    • Pickle Ball Court, modern workspace and pet-friendly office

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