clients TELUS Agriculture

Sr. Customer Support Analyst

Location

🇺🇸 USA Only

Job Type

Full-time

Experience

N/A

Salary

N/A

Skill Set

Role

Customer Support

Job Details

Senior Customer Support Analyst

Responsibilities

  1. Successfully foster client relationships to establish long-term partnerships and product utilization.
  2. Provide exceptional customer service to help resolve inquiries and/or concerns.
  3. Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and keep client updated throughout issue lifecycle.
  4. Identify and investigate reoccurring issues, and work with product and engineering teams to ensure solutions that address root causes, mitigating reoccurrence.
  5. Provide customer updates to Account Managers for business review meetings.
  6. Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements.
  7. Analyze training needs, build appropriate learning solutions, select delivery methods, and work collaboratively to deliver training to customers.
  8. Participate in User Acceptance Testing (UAT) of new features and enhancements.
  9. Review and update/contribute new content to improve knowledge-based articles.
  10. Cross-train, support, and backup team members.

Requirements

  1. 3+ years of experience in customer support or similar role.
  2. Consumer Packaged Goods (CPG) experience preferred.
  3. Passion for customer success and experience of achieving customer satisfaction with existing products.
  4. Clearly articulate and effectively write customer correspondence.
  5. Ability to troubleshoot issues and relaying information in a digestible way to customers.
  6. Expert at juggling and appropriately prioritizing competing demands and managing time.
  7. Ability to work independently.
  8. Knowledge of Windows, Word, Excel, and other PC applications.
  9. Bachelor's degree or equivalent experience.