The Technical Support Analyst will be responsible for all first-level contact via chat, tickets, and e-mail support services to enable our customer base to successfully maximize the use of our platform. Technical Support Analyst will also serve as a strategic advisor to customers and provide answers about product functionality.
What you will be doing:
Strives to achieve a high degree of customer satisfaction by maintaining a high percentage of first call resolution;
Providing advanced Excel Reports, data aggregation and extraction of data;
Provide superior customer service through ticketing support system (i.e. Freshdesk, Zen Desk, etc.) and live chat;
Partnering with Account Managers /Technical Account Managers to help achieve Client Success Department Goals by participating in internal projects, strategy, and training;
Achieve a high degree of customer satisfaction by resolving customer issues within established timeframe within Service Level Agreements (SLA);
Works in a team environment and consults co-workers and procedures to optimize problem resolution.;
Assists with documenting technical processes and procedures utilized by the team and its customers;
Logs, documents and closes customer incidents/requests through call tracking software and in accordance with established procedures.
The Ideal Candidate:
Advanced skills in Excel and PowerPoint;
Previous experience in a customer service environment;
Outstanding verbal and written communication skills;
Ability to multi-task;
Ability to work in a fast-paced environment with multiple projects under tight deadlines;
Must be a team player and build strong working relationships across all functions;
Experience with SEO Analytics (i.e. Omniture, Core Metrics, Google Analytics, etc.).
If you are interested in this opportunity, please email your resume to firstname.lastname@example.org.