Customer Support Analyst

Job Summary

A company is looking for a Customer Care Group Support Analyst.

Key Responsibilities

• Answers inbound technical questions and troubleshoots issues for customers
• Documents calls and resolutions, and creates knowledge base articles for fixes
• Ensures positive customer experience by de-escalating issues and providing timely resolutions

Required Qualifications, Training, and Education

• 4 years of experience in a help desk or call center environment
• High school diploma or equivalent work experience required
• HDI certification and ITIL Foundations certification are a plus
• 1 year of experience with incident and problem tracking service management software
• Familiarity with SQL commands and troubleshooting network-related issues is preferred