Product Support Analyst (or) Senior Product Support Analyst

Function:

ü  Technical Support and Researcher Solution Support

Specific Duties: 

·         Receive and provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements, Key Performance Indicators, and in conjunction with departmental policies and procedures

·         Maintain a productive caseload in support of the overall production requirements

·         Achieve quality and efficiency improvements by enhancing the consistency of the customer experience

·         Maintain an acceptable ratio of aged cases, initiating follow-up in a timely manner

·         Efficiently resolve customer problems and/or questions related to products and services

·         Process all customer inquiries in a professional, accurate, courteous and timely manner

·         Identify customer trends due to reoccurring issues and escalate appropriately

·         Complete and demonstrate a progressive understanding of the training requirements as identified by supervisor/manager

·         Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction

·         Replicate customer's technical/product issues in order to provide appropriate steps for resolution

·         Interpret and analyze customer needs to resolve inquiries and improve product utilization

·         Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries

·         Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries

·         Provide internal referral groups with thorough and accurate descriptions of customer issues

·         Integrate feedback provided by supervision into standard work practices

·         Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training

·         Undertake other reasonable duties/ tasks delegated by supervisor/manager

Required Skills/Experience:

·         Experience with Contact Center Operations and CRM functionality

·         Excellent Email writing, phone handling, interpersonal communication and problem-solving skills

·         A good team player with the ability to work on their own initiative with minimal direct supervision

·         Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment

·         Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning skills

·         In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the literature scholarly and research process

·         Knowledge of database design and content, hardware and software applications, electronic product delivery systems and emerging technology products

·         Service-oriented, with the ability to provide empathetic customer support within policy guidelines and established procedures

·         Ability to meet deadlines

Qualifications:

·         Experience in a Contact Center or Support Desk environment

·         Demonstrated customer service and/or technical support experience

·         Bachelor's degree or equivalent required

Indotronix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.