Customer Support Analyst - Contract - Atlantic Partners Corporation
Columbia, SC 29201
About the Job
Our direct client is seeking a Customer Support Analyst for a 6-month contract opportunity with their Columbia, SC location.
Duties and Responsibilities:
Requirements:
Duties and Responsibilities:
- Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
- Will train on new business applications and be prepared to support upcoming system implementations.
- Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the company. Knowledge of major products and services and has the ability to apply this knowledge appropriately.
- Learns existing business applications, how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolves complex or reoccurring issues.
- Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
- Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments.
- Ensures the customer's issue is fully resolved for all requests. Serves as a Core Support Services employee under the company's Short Term Emergency Plan (STEP) and is available to provide support when the company operates under this plan
- Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
- Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as, being accountable for personal self-development to include maintaining knowledge for supported systems
Requirements:
- Education and/or experience equivalent to an Associate Degree in Business or technical discipline, as well as, related experience or product knowledge to accomplish primary duties.
- Experience in customer support/call center environment preferably dealing with PC and application software, mainframe and client server computer systems
- Certified Help Desk Professional preferred.
- HIPAA certified preferred.
- Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
- Strong customer service orientation; desire to embrace technology as a means of improving service
- Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment
Source : Atlantic Partners Corporation