Customer Care Support Analyst

Customer Care Support Analyst
Summary:
A career path responsible for receiving and resolving phone and email inquiries from customers. Includes basic inquires associated with customer access and entitlement, general product questions, basic billing and invoicing, some order placement. Primarily, work is done from office. Responsible for escalating to Tier 2 customer care or other teams as necessary.
General Job Duties:• Resolve basic customer phone and email inquiries• Gathers information and escalates to Tier 2 or other teams as necessary• Utilize Customer Care and Accuris systems to open, manage and resolve inquiries
Specific Job Duties:• Works under general supervision within a team• Requires limited independent decision making• Follows clearly defined and practices• Handles most basic internal/external queries across a range of products• May have more detailed knowledge of one or more product disciplines• Broad knowledge of internal customer facing processes
Required Education:• Completion of secondary/ high school or equivalent
Required Experience:• 1-2 years of customer care experience
Other Skills:• Experience in a support desk environment or an inbound/outbound high volume call center is an asset• Demonstrated problem solving skills• Organized and detail oriented, with the ability to multi-task in a fast paced environment• Ability to communicate both in verbal and written form• Experience with web navigation and proficient skills in Microsoft Office• Previous experience using WebEx software and customer relationship management tools is and an asset• Previous experience in a technical customer care environment preferred
Physical Requirements:• Ability to physically perform general office requirement.• Must be able to perform essential responsibilities with or without reasonable
accommodations
Other details

• Job Family - Client Services
• Job Function - Sales
• Pay Type - Salary
• Employment Indicator - Regular