Customer Support Analyst - Morning Shift

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Requirements:

• Bachelor's degree or equivalent practical experience.
• 1-3 years of experience in customer service for application support.
• Ability to work effectively in a remote role.
• Must be able to work in the specified shift: 5am to 1pm (Eastern) / 4am to 12pm (Central) / 2am to 10am (Pacific).
• Excellent technical aptitude and comfortable with learning new applications and software tools.
• Excellent problem-solving skills.
• Strong planning, organization, & communication skills.
• Good time management, telephone and customer engagement skills.

Responsibilities:

• Help develop Customer Support processes for a rapidly growing organization and team
• Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
• Help customers with application support needs and general technical questions when necessary
• Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary
• Provide feedback and analysis to our internal product development team on enhancements & improvements for the product
• Help develop regular website/application, adoption, usage, and customer support metrics & analytics
• Help manage our internal Knowledge Base & Production documentation collateral
• Identify and suggest process improvements to improve customer experience