Support Analyst

We are looking for Support Analysts for our client in the BPOindustry.

Responsibilities:

• Timely and accurate routing of incoming cases to the appropriate owner
• Troubleshooting/investigation of customer-reported issues and questions
• Communication and analysis of relevant concepts, configuration setups, and product information
• Positioning and accommodation of relevant customer capabilities and services
• Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
• Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
• Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
• Ability to be successful in self-management and discip...