Customer Support Analyst

This is a remote position.

• Provide direct technical support to customers addressing and resolving inquiries related to hardware software and content management.
  
• Leverage expertise in troubleshooting to diagnose efficiently research and resolve user issues across a variety of platforms.
  
• Ensure customers receive clear actionable instructions for issue resolution and conduct User Acceptance Testing as necessary.
  
• Proactively manage and track support tickets to ensure timely resolution and consistently high customer satisfaction.
  
• Own prioritize and triage tickets to optimize resources allocation ensuring prompt responses and efficient resolution times.
  
• Oversee the ticket logging system and maintain accurate tracking throughout the support process.
  
• Document all support activities in third-party help desk software ensuring detailed tracking and timely resolution.
  
• Escalate complex issues to higher levels of support while maintaining ownership of the problem until resolution is achieved.
  
• Collaborate with the support team to ensure rapid response times and thorough follow-up with customers.
  
• Contribute to team initiatives aimed at enhancing processes and optimizing overall support service delivery.
  
• Work under general supervision maintaining focus on achieving team and organizational goals.
  

• Manage daily operational requirements and activities as assigned to ensure smooth service delivery.
  
• Generate and disseminate regular reports (daily weekly monthly) to both internal and external stakeholders.
  
• Perform daily reconciliation for activities between Avertra and client systems to ensure data accuracy and alignment.
  
• Participate in daily Scrum calls for all supported clients contributing to progress updates and team collaboration.
  
• Engage in system testing and documentation efforts to ensure software functionality and support readiness.
  
• Address customer inquiries and special requests as directed by the manager and team.
  
• Build and maintain professional relationships with customers and internal teams to better understand business needs and requirements.
  
• Collaborate with team members to meet project deadlines and address any risks that may impact customer operations or service delivery.
  
• Assist in the development and maintenance of Help Desk policies and procedures including managing relevant documentation (FAQs POC lists etc.).
  
• Ensure timely delivery of break fixes and enhancements meeting established schedules.
  
• Provide comprehensive technical support to end users resolving a wide range of technical issues.
  
• Respond to support requests through phone email and other channels ensuring a high level of responsiveness and adherence to service level agreements.
  
• Meet service level agreements by ensuring that all calls and emails are answered within the designated timeframes.
  
• Maintain service levels by ensuring that the Average Handling Time (AHT) for phone calls aligns with established targets.
  
  

Requirements

• Tech-savvy. Basic understanding of SAP and/or databases (SQL) is a plus.
  
• Capable of building strong professional relationships with customerssomeone with a great personality who fosters trust engagement and long-term connections.
  
• Accommodate to changing priorities and manage expectations accordingly
  
• Must maintain confidentiality demonstrate empathy and diplomacy in all interactions anticipate diverse inquiries and exercise sound judgment.
  
• Ability to speak and write clearly and accurately in English.
  
• Willingness to cooperate with others and work to the greater good;
  
• Strong ability to prioritize effectively balancing customer interests and relationships while meeting deadlines with precision
  

• Candidate must possess excellent spoken and written English skills
  
• Must be tech-savvy with a natural curiosity to explore troubleshoot and independently resolve technical challenges.
  
• Able to support customers and end users remotely via phone or online chat.
  
• Skilled in handling challenging customer interactions with professionalism and composure.
  
• Must possess at least an intermediate skill level of MS Word Excel and PowerPoint.
  
• Knowledge of customer service principles and best practices; Active listening skills effective communication problem solving accountability etc
  
• Exhibits strong ownership and accountability with the ability to work independently and meet goals with minimal supervision.
  

• Knowledge of or experience working with ticketing systems like Jira
  
• Experience in a SaaS B2B environmentideally with enterprise accounts
  
• Certified B2 English level
  
• Basic understanding of SAP and/or databases (SQL)
  
• Utility Industry Experience would be a plus
  

• 13 years of experience in technical support customer service or customer success preferably in a SaaS B2B environment
  

Benefits

• Youll join a global family of awesome passionate people that are working together to build a sustainable scalable ecosystem committed to using logic to create a better experience.
  
• We want you to help us become better. You will be empowered to drive change and innovate.
  
• That we will invest in you. We will give you the opportunity to master your domain and drive excellence.