Customer Support Analyst

About the job

The Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.

• Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.
• Manage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.
• Investigate and resolve inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter.
• Resolve enquiries efficiently while addressing the core problem to solve for the customer.
• Adopt a "First Time Right" mindset to ensure the enquiry is resolved on the spot where possible.
• Escalate tickets when appropriate and with all relevant information, to the suitable person/team; whether that be internally within the Support team, externally to a third-party, or across to our development teams.
• Balance the needs of the business and the customer to prioritise enquiries appropriately.
• Set realistic and correct expectations with the customer and stakeholders.
• Flexible and adaptable to the changing needs of our business and customers.
• Provide consistent and regular updates to our users on any active issues they're experiencing and help to represent the urgency of the user to internal teams.
• Meet all Service Level Agreements and goal targets set out by your leader, to deliver an exceptional customer service experience, focused around:
• Customer Satisfaction
• First Response Rate
• Average Response Time
• Escalation/resolution rates
• Responsiveness to customer enquiries
• Attention to detail when investigating issues
• Efficiency when managing multiple priorities
• Collaboration with other team members (inside support and other business units)
• Any relevant OKRs that are in place for the team

Requirements

• Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.
• Understanding Bookkeeping concepts (double entry accounting, billing, bank rec)
• Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
• Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
• An experienced people person. You are a pleasure to work with and have a can-do attitude.
• Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
• Technically minded - there isn't a platform that you can't jump in and understand within a short period of time.
• Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.