Client Support Analyst at Franklin

Job Description

JOB SUMMARY (Primary purpose of the position.)

Provides support for basic incident resolution and requests for services from Client locations regarding the use of software applications and/or infrastructure components.

GENERAL RESPONSIBILITIES (The essential responsibilities and accountabilities of this position including interactions with other departments and outside vendors, if applicable, in PRIORITY order.)

• Initial assessment, triage, research, and resolution of incidents and requests for service generated through phone conversations, email, web, or other approved means
• Record all pertinent information so as to assist in documenting the issue, severity of the issue, contact information for person reporting the issue, and the resolution of the issue itself
• Logs and tracks issue using available call tracking applications
• Creates a positive customer support experience and builds strong relationships through deep understanding of the issue, timely resolution and/or escalation of the issue, prompt communication regarding status and resolution, and handling all forms of client contact with the deepest sense of professionalism possible
• Ensures a positive client end to end experience and provides a single point of contact for the client
• Grows knowledge of various applications, infrastructure components, business processes, and related facets of the client’s business supported
• Provides input towards the creation and maintenance of a knowledgebase used to provide Client Support Specialists with common issues and their resolution
• Participates in team meetings and special projects are required

Job Requirements

SKILLS REQUIRED (The essential skills needed to be successful in this position.)

• An unwavering dedication to customer service and relationship building with the client
• Demonstrated ability to learn customer support processes and techniques
• Strong analytical skills
• Ability to solve problems
• Demonstrated ability and desire to learn the specific applications, technologies, processes, and terminology
• Competency in call center tracking tools
• Proficiency in using support software tools

Country: USA, State: Tennessee, City: Franklin, Company: Homeland, LLC..