Customer Support Analyst

Customer Support Analyst 1293

A leading enterprise software solutions company is seeking a Customer Support Analyst. The successful candidate will take our core value of customer service to the next level; continually looking for ways to measure and improve the customer experience. The ideal candidate is a self-starter in your own right, good at managing multiple inquiries and tasks while ensuring excellent customer service. The company offers a great work environment.

Customer Support Analyst Pay and Benefits:

• Hourly pay: $30-$35/hr
• Worksite: Leading enterprise software solutions company (Pleasanton, CA 94588 - Hybrid (50% in the office))
• W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
• 40 hours/week, 12 Month Assignment, Possibility of extension/conversion

Customer Support Analyst Responsibilities:

• Assume ownership of various support initiatives or projects.
• Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.
• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries.
• Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.
• In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.
• Contribute to the evolution and development of training support.
• Regularly assess, communicate and report on case types and overall user experience.
• We’ll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.
• You will design and drive process improvement around supporting our customers, partners, and internal users.
• Develop a deep understanding of our training offerings; be consultative with our customers, partners, and other internal teams.
• Work within a global team, spanning various time zones.
• Be able to learn from your peers as well as conduct independent investigation.
• Gain a concrete understanding of our Educations business, the various audiences, and drivers behind the business.
• Partner and collaborate with other our organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.
• Responsible for understanding the Education Portal(s) hosted on Salesforce.com; become a subject matter expert on the integrations between SFDC and the LMS Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.
• Become a utility player within Education Operations and be able to flex job priorities as the business demands.

Customer Support Analyst Qualifications:

• Bachelor degree, or equivalent and relevant working experience are required.
• You thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments.
• You should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in better.
• You should be driven by maintaining a high level of productivity and be passionate about problem solving.
• You should also be ready to work hard but have a lot of fun doing it!
• Ability to learn technology quickly through instruction and self-training.
• Ability to create and deliver presentations to an external customer audience.
• A passion for leveraging technology to streamline process.
• A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.
• Knowledge of e-learning technologies and blended learning deployment strategies is required.
• Strong at driving and executing on logistics.
• Excellent problem solving skills.
• Ability to be flexible and adapt to a changing environment.
• Ability to thrive in a fast paced work environment and collaborate within a global team.
• Excellent at building relationships across teams to meet team goals and align with business objectives.
• Ability to apply a systems thinking approach.
• Ability to apply Big Picture concepts to your role and work.
• Ability to be a utility player and fill in where the business demands.