Client Support Analyst III

Client Support Analyst, III

Overview of Role/Job Purpose:

The Client Support Analyst is responsible for providing specialized assistance and maintaining customer satisfaction by resolving technical and non-technical customer service inquiries and problems. This role involves diagnosing and troubleshooting issues, documenting customer interactions, and developing solutions to enhance customer satisfaction ensuring a smooth, responsive support experience..

Essential Duties:

• Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Issue Resolution: Diagnose and troubleshoot technical issues, providing effective solutions and guidance.
• Documentation: Document customer interactions and monitor customer service trends.
• Accurately log support cases, resolutions, and client feedback in our support platform (e.g., alesforce).
• Contribute to internal and external knowledge bases by documenting common issues and solutions.
• Collaboration: Work with cross-functional teams to improve customer support processes, including, Product, Engineering, and Client Success teams to resolve complex issues and ensure client satisfaction.
• Identify recurring issues and suggest improvements to reduce support volume and enhance the user experience.
• Training: Provide training and guidance to new and junior support staff.
• Guide clients through product features, best practices, and troubleshooting steps.
• Support onboarding and training efforts by providing helpful resources and walkthroughs.
• Reporting: Prepare detailed reports on activities, issues, and resolutions to be shared with the team and management.
• Product Knowledge: Develop and maintain knowledge of the company’s product or service offerings.
• Quality Assurance: Identify and implement strategies to improve the quality of service, productivity, and profitability.

Qualifications:

• 5-7 years of experience in a client support, help desk, or technical support role (SaaS experience preferred).
• Bachelor's degree in Business Administration, Information Technology, or a related field or equivalent work experience.
• Customer Service Knowledge: Strong knowledge of customer service processes and principles.
• Strong problem-solving skills and a customer-first mindset.
• Communication Skills: Strong verbal and written communication skills.
• Multitasking Ability: Ability to multitask and manage multiple customer interactions.
• Technical Proficiency: Proficiency with customer service software and CRM systems.
• Excellent written and verbal communication skills.

• Problem-Solving and Decision-Making Abilities: Excellent problem-solving and decision-making abilities.
• Ability to Work Under Pressure: Ability to work under pressure and manage multiple priorities.
• Detail-Oriented: Detail-oriented and results-driven.
• Patience and Empathy: Patience and empathy when handling tough cases.

Preferred Qualifications:

• Utility experience or Meter-to-Cash experience preferred
• Familiarity with support tools (e.g., Zendesk, Intercom, Jira) and CRM systems (e.g., Salesforce).
• Basic understanding of SaaS platforms and web technologies (APIs, browsers, integrations) is a plus.

JobFamily

Client Success

PayType

Salary

HiringMinRate

55000

HiringMaxRate

62000