Customer Support Analyst in Florida

• Monitors the Service Desk queue and addresses assigned support tickets.
• Documents the work conducted and the corresponding resolutions.
• Identifies, analyzes, and resolves issues using troubleshooting tools, techniques, and collaboration with team members.
• Delivers exceptional customer service by keeping the customer informed about the status and details of their requests.
• Assigns service desk tickets to the relevant technician or group to ensure appropriate resolution and adherence to all Service Level Agreements in a timely manner.
• Carries out advanced troubleshooting to ascertain the root causes of problems.
• Installs, configures, and supports users with personal computers and peripheral devices, including software installation and upgrades, patches, and advanced technical assistance within designated timeframes.
• Collaborates with staff on issues beyond their designated responsibilities as necessary.
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Deliver feel good CX to customers

When was the last time you had an incredible customer experience? The kind that makes you want to tell anyone who’ll listen as you jump up and down with excitement and passion.

As a 1st line Customer Support Analyst, you'll be on the front lines of delivering great experiences. Helping to ensure our customers feel good about using our Business Planning and Analytics software. With a global retention rate of 97%, we aim to impress customers with an experience so good they become raving fans of Phocas and our team. And is there anything better than knowing your work has brought joy to a customer’s life?

Does that sound like the kind of role you could see yourself enjoying? Are you looking for a company who will encourage you to learn and grow? Read on to find out more about Phocas and the position!

Our software is MS SQL server based, we use our own mapping DB creation software and various techniques to...

As a Technical Support Analyst, working in a hybrid way out of our Florida office, you will work closely with the wider customer success team focusing on our global customers.

Here's your chance to:

·       Provide exceptional customer support on Gresham’s Clareti suite of products, aiming to exceed customer SLAs.

·       Utilize strong diagnostic techniques to identify the root causes of problems, offer solutions via fix or workaround advice, or escalate to the Development team when necessary.

·       Update the Customer Success knowledge base as appropriate to improve issue visibility and encourage knowledge sharing within the team.

·       Demonstrate excellent problem-solving and diagnostic skills, a positive attitude, and the ability to manage ad hoc projects and requests...