Customer / Product Support Analyst

AAC is seeking several Customer / Product Support Analysts for our client working on-site/hybrid in Columbia, SC.

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 Client. 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 Client’s Short Term Emergency Plan (STEP) and is available to provide support when the Client 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
• Tools and technology used: VDI, VM, active roles, Citrix support, Microsoft 365 support, business application support

Nice to Have:

• ServiceNow and/or Salesforce - nCino experience
• HDI certification