Customer Support Analyst Job Description
Customer support analyst
provides troubleshooting and programming support for the current Flowserve applications running on Oracle CPQ Cloud (Big Machines).
Customer Support Analyst Duties & Responsibilities
To write an effective customer support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Maintains extensive knowledge of standard hospital software, desktop applications and office automation products as documented in the IT Knowledge base
Completes competencies related to Service Desk Training on Applications & Monitoring processes as determined by the Manager
Review customer data, CSAT scores and trends to help identify and improve troubleshooting steps
Manage internal reporting and analysis, including performance and productivity metics
Manage the data reporting elements of the Health Care Professional account maintenance system (Territory Management System)
Create and generate reports necessary to track, trend, and analyze all department KPI's, metrics, and measurements
Setup, support and administer Work Force Management (WFM) processes
Provide Management team with WFM reports and analysis with proposed actions
Support the Customer Service Representatives and Team Leaders in the setup and trouble shooting of the Call Monitoring System, SAP, Telecom and other systems
Participate in interdepartmental Lean, Six Sigma, and other Continuous Improvement projects
Customer Support Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Support Analyst
List any licenses or certifications required by the position: ITIL, MCSE, V3, SAS, PACS, MOS, CCNA, PMP, AWS, ILT
Education for Customer Support Analyst
Typically a job would require a certain level of education.
Employers hiring for the customer support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Business, Technical, Education, Associates, Communication, Networking, Information Systems, Hospitality, Computer
Skills for Customer Support Analyst
Desired skills for customer support analyst include:
Assigned applications
Current Oracle business flows
Any software products would be considered an advantage
New functionality and compliance changes
Support processes and procedures
Food and beverage management procedures
Networks
PCs and troubleshooting installation issues
Applications
Current technologies
Desired experience for customer support analyst includes:
Experience in handling customer executive escalations required
Film and video production knowledge preferred
Knowledge/familiarity of UltraViolet service
Experience handling multilingual support channels
Ability to work within customer support ticketing systems
Must be punctual and have no attendance issues
Customer Support Analyst Examples
1
Customer Support Analyst Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support analyst
- Investigates and resolves claims including confirmation that the customer's statement and actions are accurate and appropriate in accordance with the Distribution Performance Agreements and Trade Terms
- Where investigation including analysis of SAP data confirms credit is appropriate, issues credit
- Reviews and take appropriate steps to resolve all system blocks, DEA review of orders with controlled substances, review of short-dated requests
- Assures that the company maintains compliance with DQSA requirements at all times, including during a service lapse at the third party service provider
- Reviews DQSA errors on a daily basis, including troubleshooting and resolution where possible (customer numbers, item numbers, ), and escalation as necessary for those issues out of scope of TCS
- Identify opportunities to improve customer experience and improve efficiencies at the Customer Support Team, such as reducing transfers between departments, building tools to facilitate work process
- Performs troubleshooting and diagnosis of general desktop computing software incidents
- Review case priority
- As primary contact for end user support, support internal and external customer tools including but not limited to customer and parent facing apps, dashboards
- Prospecting / Research experience
Qualifications for customer support analyst
- 2 or more years of experience with desktop computing hardware configurations and operation of peripherals (printers, disk drives, network connections, tape backup drives)
- Remote problem determination skills in problem isolation, problem qualification and problem resolution
- 1 year of related customer service experience or relevant internship, with demonstrated achievements and progressive responsibilities
- Ability to work evenings, weekends and on call
- Must be able to troubleshoot, diagnose and document issues
- Willingness to work non-standard business hours as required
2
Customer Support Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of customer support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer support analyst
- Create and maintain Contract customer accounts within multiple systems and application
- Customer Support – helping man the UnaVista helpdesk, responding efficiently to customer queries and carrying out Tier 1 and Tier 2 investigation of reported problems in accordance with SLAs
- Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks
- Responsible for providing world-class technical support to international clients through online chat, email and telephone
- Diagnosis and resolution of routine customer inquiries
- Assisting clients with product implementation
- Escalation and follow up on unresolved issues
- Management of customer interaction with utmost professionalism.
- Will actively participate in initiatives to drive continuous improvements
- Compiles information by analyzing and preparing report data findings with appropriate recommendations
Qualifications for customer support analyst
- 2+ years and Intermediate to expert knowledge of Excel required
- 1+ years working with IVR / ACD phone systems
- Working with CRM ticketing systems a plus
- Some on call weekends, holidays, and nights will be required
- Experience in call center processes and workflow preferred
- The qualified candidate possesses 2+ years experience in a 24x7 operations role
3
Customer Support Analyst Job Description
Job Description Example
Our company is looking for a customer support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer support analyst
- Document all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended
- Actively research problems using valuable support information in CSD’s Knowledge Base in order to ensure that answers and solutions are consistent, accurate, and more readily available to users and Regional Service Providers
- To work within the support team reducing and closing customer incidents
- Send out fixes and understand and utilise the necessary source control systems
- Apply testing processes to ensure quality of work across the support team
- Resolve incidents from customers within our published Service Level Agreements
- Communicate with colleagues and other stakeholders within the organisation to deliver the best solution for the customer
- Comply with all departmental and company required procedures, local working practices and administrative activities
- Define, document and lead business process improvements and provide related training to affected teams
- Perform thorough review of closed support cases on a weekly basis to measure process compliance
Qualifications for customer support analyst
- Top level expert on products, end-to-end processes and systems for own specialized area
- Handles 1st level issues and provides work guidance and direction
- Accountable for resolving exceptions, non-standard issues / transactions and/or escalating to appropriate level where further
- Provides process / policy guidance to others – internal partners/clients
- Focus of work is Daily, weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required
- May involve cross-functional teams across TDB and/or involving external contacts
4
Customer Support Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer support analyst
- Refine process compliance measurement criteria as system and process enhancements are introduced
- Serve as business process owner or project manager on projects that drive improvement of support processes with the goal of continually improving customer satisfaction
- Answer telephone calls to assist and direct users encountering programs
- Serve as a second level of support for customer issues with currently implemented solutions
- Provide analysis, diagnosis, and correction of solution problems not requiring engineering or re-engineering of solutions
- Deploy end user devices for new Enterprise construction projects
- Manage customer help desk logs to the appropriate zone or team for resolution
- Administrator Video Teleconference equipment
- Manage hardware/non-standard software inventories and maintain CMDB database
- Install, configure and support PC and laptop hardware and common software packages
Qualifications for customer support analyst
- Bachelors/University degree in related field or equivalent work experience required
- Associates degree, or greater, is preferred
- Manage customer communications
- Process various transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or
- Maintain working relationships with external and internal partners including responding to questions and/or concerns in an
- 1-3 plus years banking experience or Operations experience
5
Customer Support Analyst Job Description
Job Description Example
Our company is looking for a customer support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer support analyst
- Assist in building, testing and deploying desktop system packages/changes via remote management tools
- Configure machines for deployment by imaging and customization as appropriate
- Be a reliable source of information to internal and external clients
- My HR content updates (pages, files, accordions, flyout menus, tiles and megamenu links)
- Creating new pages and adding all required content elements
- Reviewing the changes made by local content editors to ensure they meet standards before they get published
- Participate in cross-division training programs to strengthen OPG/OPI knowledge within the Global L1 application support teams to extend the application knowledge within the Global OPG/OPI team
- Responsible for 1st level support to the global customers
- Is responsible for quality solutions to be implemented at client sites working with other analysts/engineers in addressing application/product integration issues
- Provide application support on the EFI Productivity suite including Pace MIS software and integrated components to customers
Qualifications for customer support analyst
- Experience in Customer support – Online, Store or Phone Channel
- 1+ year experience and knowledge in Tableau Desktop software required
- Proficient experience in at least one data processing tool, including but not limited to Excel, R, Stata, Matlab, Basic knowledge in predictive modeling & regression is preferred
- Past experience in a fast-paced environment required
- Knowledge of core concepts of call center planning including forecasting, analysis and reporting of call center performance
- Exceptional numerical reasoning, attention to detail and accuracy