A Customer Support Analyst is responsible for day-to-day front line client support activities such as: answering general questions about client's solution, troubleshooting system issues, providing basic user training, and assisting with technical questions/issues. A Customer Support Analyst will also seek to understand the client's business needs and collaborate within the organization to provide high quality customer support solutions while representing the client's needs.

ESSENTIAL FUNCTIONS

• Provide High Quality Customer Support to software clients via phone and email.
• Identify, troubleshoot, and resolve technical software issues.
• Lead conference calls during the troubleshooting process with clients.
• Document all client & internal interactions within the Customer Support Ticket Tracking System.
• Use effective written and verbal communication with clients, colleagues, and partners.
• Communicate and/or escalate with internal departments to resolve client issues quickly.
• Manage multiple priorities and deliver timely and accurate client feedback.
• Demonstrate strong active listening and follow-up skills.
• Navigate through multiple systems without assistance.
• Convey a professional and friendly approach while displaying honesty and integrity.

Preferred Qualifications:

• Strong Customer Service and Communication Skills.
• Ability to work with a team as well as self-start and independently initiate new opportunities.
• Ability to exercise sound judgment and strong problem-solving skills.
• Ability to deliver highly technical information to less technical individuals.
• Working knowledge of Microsoft Office tools is preferred.
• Knowledge of RMIS, GRC, Healthcare industries are preferred.

Education:

• Bachelor's degree in a software or technical field of study is strongly preferred.
• Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology is preferred.

WHY BE A PART OF OUR TEAM?

Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 500 professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry. As a Riskonnect colleague, you'll work alongside some of the best and brightest as you help customers manage some of the world's most challenging and complex risks. In fact, for the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide). One year on the list could be a 'one hit wonder'. Two years initiates a trend. Three years makes us part of a very exclusive club and shows the true essence of our organization is to 'walk the walk'. We are very proud of this accomplishment.

If you read this and thought "I can do this!" then please submit your qualifications and apply directly at Riskonnect.com/company/careers/

Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.