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Customer Support Analyst

Company: Synergy Interactive
Location: Spokane
Posted on: September 16, 2020

Job Description:

Description: Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers.Develops improvement plans in response to customer surveys. Position responsibilities: Under direct supervision, performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues; escalates issues to senior analysts, development team or sales team. Follows procedures for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups. Under direct supervision, monitors issues with clients, exchanges, and internal customers. Under direct supervision, distributes information to customers/clients regarding new products or product updates or changes. With guidance, administers and maintains client/customer data systems. Under direct supervision, administers and maintains security of operating systems. Education required: Bachelor's degree, comparable experience may be substituted Experience Required: 0 to 2 years.Specified Core Skills & Requirement: Functional knowledge: Requires conceptual knowledge of theories, practices and procedures within a discipline. Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability. Business expertise: Applies general knowledge of business developed through education or past experience. Often needs help understanding the commercial side or key business drivers impacting the task/decision. Leadership: No supervisory responsibilities; accountable for developing technical contribution. Problem solving: Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments. Impact: Has limited impact on own work team; works within standardized procedures and practices to achieve objectives and meet deadlines as described by supervisor. Interpersonal skills: Exchanges straightforward information, asks questions and checks for understanding. Technical Skills & Requirements: Active Listening: Displays attentiveness by taking notes during discussions and asking questions. Demonstrates awareness of the impact of nonverbal behavior when both communicating and listening. Restates and reflects back information to check for understanding. Communication: Comprehends and effectively summarizes technical and non-technical information. Makes sense of complex or lengthy information and summarizes into easily consumable and coherent pieces. Summarizes and explains routine information to immediate team members.Customer Focus: Effectively addresses customer concerns and works to further their long-term interests. Follows directions and supports senior team members in responding to customer needs. Actively listens to customers and performs necessary duties consistently and reliably to meet customer expectations.

Keywords: Synergy Interactive, Spokane , Customer Support Analyst, Professions , Spokane, Washington

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