We are seeking a qualified Customer Support Analyst with experience in software technical support. The successful candidate will work directly with customer accounts providing direct technical help desk support from issue creation to resolution. The candidate will work closely with our product development and implementation teams to ensure quality support. Reports to: Director of Support.
Reports to: Manager of Csutomer Support
Essential Duties and Responsibilities
Receive customer requests and problem descriptions over the phone and through email.
Use standard issue management routing conventions to resolve problems and respond to requests.
Keep customers aware of the status of pending issues.
Expedite and add value to every customer interaction to ensure that customers see our commitment to achieving customer delight.
Look for patterns in customers' requests and problems that may indicate flaws in the product, training, or documentation.
Provide off-hours "on call" support.
Bachelor?s or Associates Degree in Technology Field or equivalent experience.
Experience supporting HTML/CSS/PHP/MySQL/XML/FTP applications.
1+ years of experience in a team support environment.
Knowledge of how components of an application connect to create a comprehensive solution.
Experience with Retail or Ecommerce Software Applications a plus.
Experience with Automated testing tools a plus.
125 High Rock Avenue
Saratoga Springs, NY 12866