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.
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.
