Customer Support Analyst
: Job Details :

About the company:

The position of Customer Support Analyst provides the first level of support and consulting services to our customers for the resolution of software and data issues. The support team works directly with customers, support, development, and business analysts to ensure that any issues raised are resolved satisfactorily to meet our customers' needs. The problems to be solved can be complex and require a detailed investigation through a root cause analysis. The position offers an excellent opportunity for growth within the company. There is also the option for analysts to work on-site with clients around the world.

About the role:

The position of Customer Support Analyst provides the first level of support and consulting services to our customers for the resolution of software and data issues.

Responsibilities:

• Troubleshoot day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools.
• Responsible for incident logging, understanding the problem, prioritization, independent assessment of impact and risks, and effectively resolving the issue.
• Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution.
• Keep up to date with new features and functionality enhancements in the applications being supported.
• Assist in requirements gathering and the delivery of Change Requests.
• Assist in the preparation of specification documents, business requirements and impact assessments.
• Assist in the implementation of projects, providing system knowledge and process understanding.
• Responsible for maintaining relevant documentation.

Qualifications:

Bachelor's degree in business or technology

Relevant experience of 0 to 3 years required

Ability to read and analyze application log files

Experience in issue trouble shooting

Working experience in customer facing role would be added advantage

Knowledge of electricity markets, billing systems and SQL a definite plus

Working knowledge of change management process would be added advantage

Skills required:

• Excellent interpersonal and communications skills
• Sound math and analytical skills
• A proven ability to work effectively as part of a team
• Passionate about our business
• Significant customer service focus
• Excellent problem-solving Skills
• Attention to detail
• Self-motivated, proactive work ethic