The Support Analyst is a hybrid of techie-lover, problem-solver, business-thinker, and customer advocate. This position focuses on customer needs through question/problem diagnoses, issue resolution and communication of technical solutions, all while delivering an exceptional customer service experience.
Job Duties & Responsibilities
Customer Support (90%)
- Solves problems through critical analysis, consultative questioning, and relationship-building.
- Responds to incoming customer support questions, requests, and issues by analyzing and troubleshooting each situation and always providing the customer with the best possible solution.
- Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contacts.
- Receives, assesses, and prepares data from customers for conversion from older software versions.
- Documents all customer contact for future reference, you must be able to channel your inner librarian.
Measures of Success:
- Within 5% of response time/update time SLA targets
- Within 5% of ticket quality assurance targets
- Within 5% of utilization target
Learning & Development Projects (10%)
- Increases knowledge of Resolver's software platforms and solutions, continually extending the range of topics that can be supported.
- Participates in constantly enhancing the quality and efficiency of Resolver’s Customer Support service, by providing input to improve our internal and external knowledge bases and internal processes.
Measures of Success:
- Completes incremental learning and development activities on schedule and to the expected quality.
Target Skills
Troubleshooting
- Ability to address break/fix, configuration issues, troubleshooting, software installations; respond to advanced use-case questions and apply business contact to application; ability verify defect reports.
Technical Documentation
- Ability to clearly document tickets, provide detailed troubleshooting steps and create content and/or material for future reference.
Product Knowledge
- Ability to understand the features and functions of our software; includes ability to apply from an individual (user experience), customer (business context) and industry (domain) perspective.
Process Execution & Documentation
- Ability to adhere to functional process and input key documentation within CRM or related solution / system with accuracy and attention to detail includes clear documentation and orientation to deadlines. Includes ability to utilize reporting for predictive performance.
Target Competencies
Communication
- Ability to express oneself clearly (verbal and written) in a manner that facilitates positive results.
- Able to listen and understand customer needs and troubleshoot accordingly.
- Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contact.
Passion
- Ability to deliver outcomes in a highly compelling way that incites positivity from customers (internal/external).
Critical Analysis & Problem Solving
- Ability to identify and diagnose patterns across situations that may not be obvious to identify key or underlying issues in complex situations. Ability to identify the root cause of situations, as well as contributing factors to in order to solve a problem in a logical and systematic manner.
Collaboration
- Ability to work together on interdependent goals by sharing and discussing ideas with a high level of transparency. Ability to respectfully challenge and inspire towards a common goal.
Customer Focus
- Ability to understand customer's (internal/external) needs and concerns in the short to long-term and to provide value-added recommendations and/or solutions. Builds customer loyalty by anticipating needs, establishing clear goals, facilitating rapport and exceeding expectations.
Ambition & Initiative
- Ability to take action without direct managerial influence in order to achieve a positive result.
Job Specifications
Qualifications & Education
- Post-secondary education or equivalent experience
- Passionate about tech and how tech solves business problems.
- Able to learn quickly.
- Stellar verbal & written communications are a must.
- Experience supporting complex and highly configurable enterprise software applications.
Working Conditions
- Tech-casual office/business environment
- Flexible work hours; ability to work in alignment with business needs
- Fast-paced, relies heavily on communication.
- Required to work in teams as well as independently
Physical Conditions & Travel Requirements
N/A
Security and Confidentiality
Resolver is committed to a secure environment, including confidentiality of sensitive customer, company, employee and stakeholder data. Part of your success in your role is related to maintaining the integrity of our processes, as well as following the policies and guidelines defined by Resolver to make our company a secure place to work.
Potential Career Progression
- Support Engineer
- Support Team Lead
- Professional Services Consultant
- Sales Solution Engineer
- Quality Assurance Engineer
