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Customer Applications Support Analyst
hace 2 semanas
Description
We’re looking for an experienced Customer Applications Support Analyst to join our team
As a Support Analyst, you will be responsible for providing technical assistance, handling complex customer inquiries, and identifying opportunities for process improvements.
Responsabilities
Developing comprehensive support process documentation to ensure consistency in handling complex customer inquiries.
Handling complex customer inquiries and identifying opportunities for process improvements.
Collaborating with team members to create and improve knowledge articles or support documentation.
Creating templates for customer communication, such as escalation notices and status updates on open issues.
Documenting complex business processes related to customer support, such as handling escalations and managing customer expectations during outages or service disruptions.
Creating knowledge articles about issues to help customers self-serve and reduce the need for escalation to more senior team members.
**Requirements**:
Excellent conversational English skills.
Familiarity with Zendesk, Salesforce, or similar.
Proficiency in relevant frameworks and tools used for case management.
Ability to document technical procedures, issues, resolutions that can be leveraged by customers and internal support teams.
Good communication skills, including active listening and timely and effective responses to customer inquiries.
Awareness of the support process and ability to provide suggestions for improvement.
Desired experience
Experience writing knowledge articles.
**Benefits**:
Paid Time Off
Work From Home
Flexible Hours
Career Path
Training & Development
Salesforce Certification Vouchers
Great Culture