Support Services Analyst (Level 2)

1.1 Provide accurate, timely and professional support to the customer’s satisfaction using phone, email, portal, forums, and chat tools.

1.2 Gather information about customer problems and needs and analyze to help determine the cause.

1.3 Contribute to the knowledge about a customer to help with future support interactions.

1.4 Promptly resolve issues and questions meeting SLA requirements.

1.5 Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves.

1.6 Produce reports of customer support and system usage as required.

1.7 Act as the first point of escalation for the offshore team

1.8 Assist the offshore team to answer their questions related to the system, support processes and general best practices

2.1 Proactive...