Support Analyst I

Support Analyst I - CTM

The Support Analyst role focuses on keeping existing customers satisfied with our products. This role is responsible for providing user support to resolve issues with software, hardware, and IT-related questions. The Support Analyst guides clients to a speedy resolution with any issues that may arise.

Responsibilities

• Provide technical assistance with product software
• Answer any questions clients might have about the product
• Guide customers on product capabilities and best practices
• Mitigate escalations and advocate for customers across the products
• Report internally on feature requests, insights, and customer stories
• Responding in a timely manner to service issues and requests
• Take inbound and outbound calls - case all calls received and made
• Responds to inbound requests from all channels (phone, portal and/or chat) within prescribed service levels