Customer Support Analyst

Responsibilities:

1. Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
2. Will train on new business applications and be prepared to support upcoming system implementations.
3. Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the company. Knowledge of major products and services and has the ability to apply this knowledge appropriately.
4. 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.
5. Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
6. 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.
7. 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.
8. Ensures the customer’s issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank’s Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
9. Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
10. 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:

1. 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.
2. Experience in customer support/call center environment preferably dealing with PC and application software, mainframe and client server computer systems
3. Certified Help Desk Professional preferred.
4. HIPAA certified preferred.
5. Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
6. Strong customer service orientation; desire to embrace technology as a means of improving service
7. Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment
8. Tools and technology used: VDI, VM, active roles, Citrix support, Microsoft 365 support, business application support

Nice to Have:

1. ServiceNow and/or SalesForce - nCino experience
2. HDI certification