Customer Support Solutions Analyst Jobs

Educated to degree level (preferably in Business/HR/Management)

Knowledge/experience of the compensation marketplace would be an advantage

Continuously improve Knowledge Base articles for internal and external audiences

Strong analytical and problem solving skills

1+ years experience in a customer facing role within software support

Experience with Salesforce or comparable CRM tool(s) preferred

Technical aptitude; analytical and critical thinking skills

Customer support experience of enterprise software.

Instruct customers in the use of installation, configuration, and user manuals.

Escalate complex or urgent issues as needed.

Provide reasonable workarounds to resolve unexpected results or system limitations.

Use the R.O. Writer ticketing system to record issue, testing, resolution, and administrative tasks.

Excellent organizational, time management, punctuality and customer service skills

Use your skillsets to troubleshoot Client Issues in a timely manner

Experience in accounting based applications preferably in the Private or Public Golf Club Industries, Hotel or other related Hospitality Industries

Customer service experience preferably in the software industry

Strong PC and system navigation skills, specifically in a Windows-based environment

Excellent, effective and clear verbal and written communication skills and interpersonal skills required

Post secondary education in computer science or networking

Knowledge of IP and cloud networking architecture

Experience with Linux and Windows OS

1-2 years experience in a related role

Implementation and development of product and services

Must be eligible for government security clearance

Requires experience with leadership skills to effectively lead, manage and facilitate teams.

Requires a knowledge of English and technical writing skills, to prepare reports and to communicate effectively with stakeholders.

This knowledge is considered to be normally acquired through the completion of 4 years of University education in an appropriate field.

Contribute to multi-party, inter-disciplinary studies. Provide expert knowledge in data and business process areas or disciplines required by the study groups.

Requires a knowledge of design concept models for input into the business process planning.

Requires a knowledge of computer science and data networks to analyze data architecture and incorporating industry and market trends.

Ability to manage multiple tasks at once.

Building good relationships with customers.

Resolving complaints and following up on resolutions.

High school diploma or equivalent.

Ability to adapt to different personalities.

Project management is an asset

Lead requirements-gathering sessions to extract the functional requirements

Translate functional requirements from design sessions to develop the model

3+ years experience in Financial Analysis

3+ years of consulting experience

Experience with building planning, forecasting and reporting models

Experience with HTML and Content Management Systems (CMS) an asset or equivalent experiences in school or other role

Excellent organizational, time management, punctuality and customer service skills

Use your skillsets to troubleshoot Client Issues in a timely manner.

Previous experience in Mobile Application Support is essential

Working knowledge of Web Reservation or Online Ordering applications is required

Windows, iOS and Android troubleshooting experience is essential

Develop and maintain standard operating procedures and own the change management with all stakeholders

Partner with Implementations, Account Management, Operations and other cross functional teams on new processes and business changes

Pilot and test new software and solutions to drive customer experience and reduce operating expenses (Zendesk, RPA and other CS Tools)

Assisting with the design, test, and rollout new support channels, workflows and offerings

2+ years experience delivering frontline customer service or technical support

Start-up, consulting, or other demonstrated experience leading teams in a high-growth, fast-paced environment

Works with management of other NABC Units to coordinate the allocation of staff during peak periods of business.

Advanced ability to establish and maintain dealer and customer relations. Proven knowledge of finance/leasing products, policies and procedures.

Equivalent experience may be substituted for education.

Principal Job Duties And Responsibilities

Makes recommendations for approval to manager when transactions exceed Customer Solutions Manager’s credit authority.

Assists in the development and implementation of workflow processes for the department. Consults with manager regarding changes to credit policies.

Contribute to Knowledge Center Support through article creation and linkage

Experience providing enterprise software support

Intermediate to Advanced experience with Excel

Experience with Marketpay or other compensation software (highly desirable)

Experience supporting dedicated customers, as opposed to queue-based work (highly desirable)

Voted one of Seattle’s companies with the best benefits according to Built In 2022.

Create, maintain and continuously improve the customer-facing knowledge base of documentation including videos

Experience working with company administrators and end users by chat, email, phone and/or video in a B2B or B2C SaaS environment

Experience with support tools like Intercom

Experience with product and usage analytics like Google Analytics and Pendo

Experience configuring SSO and integrations with CRMs like Salesforce and collaboration tools like Slack

Experience working with 3rd party data providers

This position is remote for candidates living in North America.

Effectively use and search the knowledge base, occasionally contributing new or updated content

Excellent communication skills, written and oral

Demonstrated ability to multi-task, prioritize, and manage customer expectations

Experience supporting and trouble-shooting web-based software applications

Preference for those with experience using diagnostic tools to help resolve customer issues

·Effectively manage your time to prioritize and achieve closure on multiple customer requests.

·1-2 years’ experience supporting core users on computer software, ideally business applications.

·Demonstrated excellence in customer relations skills both on the phone and on-line.

·You prefer to be in a highly collaborative environment vs working solo, even when remote.

·Accounting knowledge: general ledger, cost centers as applied to different business cases.

·Bilingual French/English or working knowledge of French.

Aviation industry experience including crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided

Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction.

Previous experience in a customer service role.

Strong analytical and problem-solving skills

Strong communication skills written/verbal communication, organizational, and customer service skills

Strong computer skills: familiar with Google suite, MS Office applications, Internet Explorer/Chrome/Mozilla browsers, Windows environment, Java

This position is remote for candidates living in North America.

Effectively use and search the knowledge base, occasionally contributing new or updated content

Excellent communication skills, written and oral

Demonstrated ability to multi-task, prioritize, and manage customer expectations

Experience supporting and trouble-shooting web-based software applications

Preference for those with experience using diagnostic tools to help resolve customer issues