Customer Support Analyst Resume Samples

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O Doyle

Orlo

Doyle

1964 Elaina Tunnel

Los Angeles

+1 (555) 465 8732

1964 Elaina Tunnel

Los Angeles

Phone

p +1 (555) 465 8732

Experience Experience

Houston, TX

Customer Support Analyst

Houston, TX

Nikolaus and Sons

Houston, TX

Customer Support Analyst

Manages own time to meet agreed targets; develops plans for short-term work activities in own area. Explains difficult issues and works to establish consensus
Test customer problems and log issues to development, working with developers to identify solutions or workarounds
Alert management to high contact issues, providing assistance with the resolution
Continuously improve knowledge of technology, including networking, hardware and mobile device management
Work with Product Managers, QA and Development to highlight customer compensation processing trends and identify areas for enhanced functionality and tools
Assist in the development and implementation of new or improved service delivery strategies and initiatives
Work with Product Managers, QA and Development to highlight customer payroll processing trends and identify areas for enhanced functionality and tools

Detroit, MI

Transaction Banking Customer Support, Analyst

Detroit, MI

Ratke, Dooley and Stracke

Detroit, MI

Transaction Banking Customer Support, Analyst

Provide initial training to customers for electronic banking (EB) services
Participation in Product Development and Upgrading of TB Related Services
Participate in meeting with system department and business operation department regarding current development issues
Provide support to customers for other Transaction Banking related services such as host to host, lockbox, cash pooling and others
Provide on-going support to customers and troubleshoot related to EB services
Marketing Support
Increase the knowledge base for customers’ questions and answers regarding Transaction Banking services

present

San Francisco, CA

Senior Customer Support Analyst

San Francisco, CA

Schowalter, Durgan and Kihn

present

San Francisco, CA

Senior Customer Support Analyst

present

Provide a world class support service to a geographically diverse user base
Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Develop expertise in the relationships between clients, sales and technology teams
Collaborate effectively with colleagues globally, sharing information and knowledge effectively
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements if any
Develop in-depth knowledge of the fundamentals of the FX Sales and Trading business

Education Education

Bachelor’s Degree in Human Capital Management

Clark Atlanta University

Bachelor’s Degree in Human Capital Management

Skills Skills

Strong customer focus and ability to communicate professionally
Capable of building solid trusting customer relationships through strong customer focus at each customer touchpoint
Fully proficient skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism
Self starter, able to take the initiative, but equally a good team player
Able to perform with no guidance effectively with Telephony System and Telephony Quality Compliance by providing documentation for each contact
Thorough understanding and ability to train on knowledge of Engine Familiarization
Analysts should be Intermediate (fully proficient) in the application of customer service knowledge/skill set in a wide range of work situations
Able to absorb new technologies and features quickly
Ensure all case details are recorded correctly and professionally
Intermediate skill sets of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairie and /or Citrix) and ability to run reporting measures

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15 Customer Support Analyst resume templates

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Senior Customer Support Analyst Resume Examples & Samples

Provide a world class support service to a geographically diverse user base
Strong process awareness and ability to manage incidents, problems and customer escalations
Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Develop expertise in the relationships between clients, sales and technology teams
Collaborate effectively with colleagues globally, sharing information and knowledge effectively
Collate customer feedback and experience and translate them into new initiatives over process and system optimization
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements if any
Develop in-depth knowledge of the fundamentals of the FX Sales and Trading business
Strong understanding of FX trading concepts
Experience in FX eCommerce Client Services or associated Operations group in a high availability / mission critical environment
Demonstrated ability to learn new business concepts quickly
Demonstrated ability to efficiently problem solve in time critical scenarios
Previous experience / knowledge of supporting a FX, Rates or FI/Derivatives trading business preferred
Understanding of client server architecture preferred
Experience in data analysis and MIS reporting preferred
Knowledge of foreign languages will be an asset
Experience and/or knowledge of FX eCommerce banking industry is an asset

Customer Support Analyst Resume Examples & Samples

Provide technical support to Amplify customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems
Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately
Research solutions to customer questions and problems using Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues
Interact with support teams aimed at working toward problem resolution
Develop expertise with Amplify’s proprietary products and systems
1+ years of experience using MS Office suite, particularly Word, Excel and PowerPoint
1+ year of experience with Customer Service
Degree in Computer Information Technology or Education
Experience in a IT/Help Desk Support environment
Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
Outstanding written and verbal communication and research skills, ability to read instructional and technical documentation (instructional and technical writing experience a plus)

MB Web Customer Support Analyst Resume Examples & Samples

Conduct first level problem determination through direct interaction over the phone with Chase Customers and Chase Account Executives
Insure timely escalation of problems to Level 2 support as necessary
Log calls with accurate information related to the nature of the calls for use in metrics gathering for management reporting
Preferred: 2-3 years customer service experience in a ‘call center environment’ – this sedentary role is exclusively phone contact with customers
Mortgage experience is a plus
Office products (ie. Excel, PowerPoint, Word, etc. )
Qualities for success

Customer Support Analyst Resume Examples & Samples

Have an excellent customer service focus, used to work in an SLA driven environment and used to work under pressure
Must be able to troubleshoot, diagnose and document issues. Must own the issue until resolution and be responsible for all assigned issues
Ability to work well with a team in a fast paced environment
Self starter, able to take the initiative, but equally a good team player
Be able to assess when escalation is needed
Knowledge of Oracle and/or SQL databases
Knowledge of technology and systems that support financial reporting
Working experience including skills in one of the following: Loan Accounting concepts, SOP 03-3, FAS91, Amortization, LOCOM, TDR, SOP Pool Process
Java, JSP, Javascript, XML, XSLT, HTML
Database Concepts, SQL, ETL
MS Excel, Macros, VBA
JAVA Frameworks: Hibernate, Spring, Spring MVC, Apache Velocity
Application Server, Jboss, Weblogic, Tomcat etc
Datawarehousing, Business Intelligence

Field Service Operations Customer Support Analyst Resume Examples & Samples

Coordinates and manages all 1-Phase Preventative Maintenance (PM). Monitors monthly backlog PM service requests and drives technicians to meet revenue and PM Backlog goals
Identifies, investigates, resolves, and closes problem tickets or duplicate tickets by conducting due diligence process with unresponsive customers to ensure closings and minimizes Open Tickets and Backlog. This includes monitoring open backlog billable tickets and driving technicians to meet monthly revenue and backlog goals by ensuring all tickets are closed in a timely manner
Processes credits in order to resolve customer billing situations or customer concessions at the request of management
Acts as Project Manager for key team initiatives and key customer activities. This includes developing Requirements Documents, Project Timelines, holding regular project status meetings, and holding project team members accountable. A possible customer project could be the redesign, IT development and deployment of a new 1Ph Field Activity Report
Acts as a key point of contact for Eaton’s Independent Field Service Contractors (technicians) managing the various associated activities and communications:Maintains all technician safety records and coordinates requests for safety training and personal protective equipment; Communicates specific Eaton policies/procedures to technicians on an as needed basis; Consolidates key metrics data, provides commentary, and maintains their Quarterly Report Cards that are used to assess their performance; Maintains the technician territory map and technician directory with their contact information. Periodically analyses map to identify potential ways of optimizing Cost Per Intervention and response times. Ensures Scheduling/Dispatch and Tech Support have latest information; Maintains the contracts and insurance information for contractors as well as the Authorized Service Provider Policy and Procedures Handbook. Ensures compliance with all levels identified in the technician’s contract; Administers the GrowthPoint Commissions for the technicians; Assists with various other aspects of managing the technician relationship including: the preparation of necessary documentation for customer site access requirements, compliance with customer site requirements, researching negative quality of service responses, and communicating the negative responses to the corresponding technician
Generates reports and researches various inquiries in support of the 1-phase service business. Including first-time fix reports, not first-time fix response reports, and quality of service reports
Supports 1-phase software applications and works with technicians and application provider to address any issues
Minimum of 2 year of experience in an administrative or customer support role
No relocation benefit is being offered for this position. Only candidates that currently reside within the immediate geographical area of 50 miles will be considered
Ability to multi-task, prioritize duties, and meet deadlines
Ability to research and organize information
Ability to collaborate and work cross-functionally to maximize business results and positive customer experiences
Ability to demonstrate strong analytical skills; intellectual rigor and curiosity; problem-solving capability
Ability to demonstrate proficiency with Microsoft applications (PowerPoint, Outlook, Word, Access, and Excel)
Ability to handle change in a fast-paced environment
Ability to demonstrate attention to detail
Ability to work independently and in a team environment; to communicate articulately, confidently, and professionally across many organizational levels and functions; and effectively build rapport with stakeholders
Proficient in computer and software tools, including advanced Excel capabilities (pivots, macros, etc.), database knowledge (Access, SQL Knowledge), Markview, Oracle, and Growthpoint
Bachelor's degree in Business Administration or Management from an accredited institution
Experience and knowledge of computer and software tools – including advanced Excel capabilities (pivots, macros, etc.), database knowledge (Access, SQL Knowledge), Markview, Oracle, and Growthpoint
Knowledge of single-phase UPS and MVS business and procedures

Customer Support Analyst Resume Examples & Samples

Become an expert in the use of Amplify products
Handle customer inquiries over the phone, by live chat and by email
Participate actively in on-going trainings to stay abreast of enhancements to the product
Contribute positively to the continual improvement of Service Center systems, including team training, ticketing, documenting resolution of issues, and overall team culture
Experience with office software including Google products (docs, search) and Microsoft products (Excel, Word)
Ability to be successful in a high-stress environment
Excellent analytical, organizational and time management skills
Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and details
Instructional and technical writing experience a plus

Customer Support Analyst Resume Examples & Samples

Review and process order packs from Sales to ensure accuracy, timeliness and compliance with Aspect policies. Make recommendations to sales on corrective action required for non-conformity
Generate support renewal quotations or convert existing product quotations developed by sales for shipment
Processing of orders within Oracle ERP system and updating of all relevant fields to ensure accurate hand-offs to supporting organizations ensuring accurate customer entitlement
Ensures all approvals and signatures are in place prior to order booking
Processing of credits, rebills and sales related RMA activity
Manage order holds and backlog for covered area
Understands company specific product/support offerings, pricing policies and programs to ensure accuracy and compliance
Possess a good working knowledge of systems and processes and compliance with company policies
Knowledge of Cloud ERP System like NetSuite
Knowledge of support renewal quoting tools, knowledge of Apttus would be an added advantage
Ability to timely communicate complex information to line management and Sales as needed
Strong customer service, communication and teamwork skills. Professional demeanor to maintain and enhance relationships
Gains exposure to more complex aspects of position, such as SOX compliance, financial accounting rules and product offerings
Demonstrated ability to learn a complex product suite
Ability to use professional concepts and company policies and procedures to solve a variety of problems and contribute to the fulfillment of projects and organizational objectives
Ability to provide solutions to problems of moderate scope where analysis of situation or data requires a review of identifiable factors
May require direction from more senior peers or line management on complex situations

Customer Support Analyst Resume Examples & Samples

At least 1 year experience in a customer service environment
The incumbent must show stable employment history and proven, quantifiable ability
Not-for-profit industry experience would be an advantage
Familiarity with Blackbaud Products preferred
University Degree desirable
Must be able self-starter who can take the initiative to achieve results
Must have strong technical aptitude and ability to learn quickly
Exceptional written and verbal communication as well as demonstrable platform skills
Strong work ethic - proven ability to "go above and beyond"
Positive attitude and the ability to stay flexible in a fast paced, changing environment
Drive to solve problems efficiently and creatively on your own after the completion of initial training

Customer Support Analyst Resume Examples & Samples

Has multi-year experience in software application support
Ability to troubleshoot SQL Server, .net, IIS and Windows server issues
Ability to create SQL Server queries
Experience with Online CMS systems
Knowledge HTML/CSS knowledge
Can quickly learn new software packages
Exhibit strong time management and prioritisation skills

Customer Support Analyst Resume Examples & Samples

Direct client communications
Issue troubleshooting and resolution
Configuration of additional Dynamics AX features requested by clients
Design and testing of new enhancements / integrations / reports
Client user training
2+ years’ functional experience implementing Microsoft Dynamics AX
Ability to utilize both application and interpersonal skills to assist clients
Broad AX functional knowledge across all areas
Technical knowledge and experience in Dynamics AX (MorphX, X++, SSRS)
Experience working in Manufacturing industries
Experience with data import tools and security configuration

Customer Support Analyst Resume Examples & Samples

Hardware and software deployment and support
Diagnosing and coordinating repair of existing equipment
Assisting the facility helpdesk with documenting calls, monitoring , and managing resolution of customer issues
Managing user security
Data backup and recovery
Data Center management including virtualization, server support, patching and monitoring
Support and deployment of workstation security including antivirus, encryption, monitoring and patching
Data gathering and remediation for audits

Customer Support Analyst Resume Examples & Samples

Provide appropriate response and timely resolution to all assigned service requests within ticketing system, and documentation of all work done
Provide appropriate response to all designated work outside of normal tickets (emergency response, IT projects, etc)
Provide clear communication with end users in regards to status of work request, appropriate advice to avoid future repeat incidents and overall good computing behaviors
Computer setup and configurations, including hardware/software installs and troubleshooting
Phone support, desk and mobile
Maintain inventory of all assets in office(s)
Other tasks as directed by management/end-user needs
Ability to work alone and within a team to provide exemplary customer support to end users in home office and remote
Solid working knowledge of PC operations, including hardware, and software
Experience with troubleshooting and supporting network printers, and mobile/desk phones
Experience with Active Directory
Ability to tell the difference between a router, switch, and what to do if a network jack is dead
Associate’s degree, technical institute certificate, or relative experience in the industry
Ability to provide outstanding customer support with good communication skills
Must be able to lift 50lbs (related to computer/server/printer moves)
At least an associate’s degree (or relative certification) in the computer field, preferably with computer support skills or relative work experience

Customer Support Analyst Resume Examples & Samples

Will support home NYC office, and project sites in NYC (including travel to them)
Will also remotely support offices in NY State with occasional travel when needed
Willing to travel to other offices in region to provide coverage if needed
At least an associate’s degree (or relative certification) in the computer field, preferably with computer support skills. Or relative work experience

Customer Support Analyst Resume Examples & Samples

Routine analysis and reporting on Tesla vehicle issues and customer support volume fluctuation; provide frequent feedback with data insight to Customer Support team leads and service center management
Forecasting Customer Support multichannel contact, administration volumes, and patterns as part of the overall capacity & headcount planning
Ensure adequate skills and availability are planned to meet customer contact demands through rosters and schedules
Identify opportunities to improve customer experience and improve efficiencies at the Customer Support Team, such as reducing transfers between departments, building tools to facilitate work process, etc
Develop and evolve a strong working relationships with peers and stakeholders across the business
Find new opportunities to reveal data insight with your keen business senses. We expect you to be self-motivated and find passion in Tesla

Customer Support Analyst / Help Desk Resume Examples & Samples

Provide exceptional customer service in person, via phone and email as appropriate
Resolve help desk issues including troubleshooting hardware and software issues
Perform user administration duties

Senior Customer Support Analyst for Sharp Enterprise Suite Resume Examples & Samples

Represents company to external and/or internal customers, answering product or service-related questions
Excellent organizational and analytical skills. Must be able to establish priorities, organize tasks, and direct effective implementation of tasks in a demanding work environment
Extensive background in Naval Aviation, Operations or Maintenance, is required for this position
Experience with daily system administration of Windows servers and client laptops to include installation, configuration, backup management, hardware/software troubleshooting, and the deployment and replication of applications
Five years of experience, of which at least three years must be specialized. Specialized experience includes: System administration of Windows servers and client laptops to include installation, configuration, backup management, hardware/software troubleshooting, and the deployment and replication of applications. Knowledge of PC operating systems, e.g., Windows, as well as networking and internet information services. Knowledge of carrier training operations, Windows and SQL Server systems, and shipboard networking standards. Naval Aviation Operations, DOD cybersecurity mandates, and IAVA implementation and management
Computer certification a plus, but not required
Preferred certifications include, but are not limited to, CompTIA A+,l Network+,l Server+, and/or Microsoft MCSE, MCSA, MCDST
Secret Clearance is required

Customer Support Analyst Resume Examples & Samples

Creates and executes complex SAS and SQL programs for analytic projects and consulting studies
Utilizes advanced programming languages and techniques for statistical applications development and study delivery
Contributes to the technical design, development and implementation of complex statistical studies
Collaborates with technical and product support areas to ensure the programs are accepted in Production Turnover
Provides input and estimates for technical requirements for development projects
Demonstrates an understanding of IMS programming standards and testing practices
Provides programming and analytical support for research projects and client deliverables
Bachelor's degree or equivalent experience in Computer Science, Mathematics, Statistics, Life Sciences, or related field(s) and a minimum of two (2) years experience with large databases and systems
Intermediate level SAS and/or SQL programming skills
Expereince with health care data a plus
Ability to manage multiple projects and deadlines
Ability to program statistical methodologies according to specifications, with a regard for quality control and testing
Ability to proactively identify commplex problems and needs and develop solutions/recommendations to solve problems
Good interpersonal and communication skills in a team environment

Customer Support Analyst Resume Examples & Samples

Update sales structure per clients ‘request and ensure that all new and required products are in system and ready to be processed
Under guidance, working on report generation process and provides guidance and support to clients daily or as a specialist on specific products/services
Ensures the contract fulfillment to specifications of basic and routine reports for defined customers. Reviews client data requirements with the appropriate internal resource to ensure that basic product deliverables meet the customer's specifications, including timeliness and quality
Follows IMS Health data verification protocols. Researches, analyzes and responds to client inquiries that are routine in nature. Provides support to team for client service meetings at customer sites. May produce ad-hoc studies on demand
Provide Training/support users on how to use program including Transition from current system to new system

Customer Support Analyst Resume Examples & Samples

Translates client needs into QuintilesIMS solutions/reports
Follows Standard Operating Procedures to create and maintain individual reports according to client specifications
Verifies all reports before delivery to the client, on a weekly and monthly basis
Researches and responds to client questions concerning the contents of their deliverables
Builds, establishes and maintains effective business relationships with clients to proactively support their needs as their day-to-day contact
Visits clients
Conducts product and process training for clients and other QuintilesIMS employees

Customer Support Analyst Resume Examples & Samples

Support of infrastructure equipment and desktop
Install and upgrade company standard software applications
Utilize help software to document and status daily work assignments
Provide technical support to home office and several remote offices within your region
Supports and maintains user account information including rights, security and systems groups
Relies on experience and judgment to perform the functions of the job
Works independently with minimal guidance
Acts as a resource for colleagues with less experience
Applies knowledge and skills to a wide range of standard and nonstandard situations
Interprets customer needs, assesses requirements and identifies solutions to non-standard requests
Uses best practices and knowledge of internal/external business issues to improve products or services in own discipline
Monitors and controls costs within own work. Solves moderately complex problems; takes a new perspective on existing solutions
Manages own time to meet agreed targets; develops plans for short-term work activities in own area. Explains difficult issues and works to establish consensus
Promotes teamwork; coaches and guides others
Has in-depth experience, knowledge and skills in own discipline
Has expertise in own discipline
Typically has 2-5 years relevant experience
Good People Skills
Able to resolve problems independently and with a team
Flexible with travel. Estimated 10%-25% Yearly
PC/Desktop/Tablet Experience
Install/Upgrade/Service Hardware
Microsoft OS and Applications
Ricoh and Canon Printers
SCCM (install /push software through console)

Customer Support Analyst Resume Examples & Samples

Performs general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment; documents and applies standard solutions
Performs troubleshooting and diagnosis of general desktop computing software incidents; documents and applies standard solutions
Consults with IT staff on the usage of end user computing systems and network-based PC/workstation software and hardware, systems security, recovery and back-up procedures
Prepares progress reports for all work performed
Participates in the evaluation of new end user computing packages, including remote connectivity products, and equipment, implements and tests prototypes
Participates in projects relating to the development and implementation of new products and product lifecycle upgrades
Participates in the testing and implementation of desktop computing product lifecycle upgrades
Identifies opportunities for and participates in process improvement initiatives. Performs duties as assigned or requested
Minimum 1 year experience in end user computing and network-based PC/workstation applications, or an equivalent combination of education and work experience
Requires a broad knowledge of end user computing and network-based PC/workstation systems and hardware, client functions and applications, good consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with client and other IT management and staff
Moderate knowledge of IT concepts, strategies, and methodologies
Moderate knowledge of practices and procedures of operating systems and subsystems and/or desktop or telecommunication technologies
Strong customer service skills interacting with end-users required

Senior Customer Support Analyst Resume Examples & Samples

Answer emails, opening cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data
Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data
Review case priority; maintain strict adherence to priority-based SLA requirements
Make case routing decision for cases regarding ownership
Provide support to customers via email and telephone following documented trouble-shooting instructions or with instruction from T2 or T3 agents
Excellent organizational and interpersonal skills

Customer Support Analyst Resume Examples & Samples

You are passionate about exceptional customer service
You are energized by being a positive contributor to a team that shares ideas
You thrive in an environment that calls for good working relationships with others
You are self-motivated and show energy, drive and initiative
You enjoy creatively analyzing and solving complex issues
You are able to relay technical concepts tailored to the customer’s level of expertise
You possess excellent communication skills that are apparent across various channels (phone, email, online chat)
You have a track record of quickly learning new software
You exhibit strong time management and prioritization skills
You use soft skills to instill confidence in your ability and Blackbaud’s commitment to great service

Customer Support Analyst Resume Examples & Samples

Responsible for 1st level Hotel Systems Support to the global customers
Responsible for the entry, tracking and management of all incoming support calls in My Oracle Support (MOS) Portal
Ensure familiarity with new releases as they become available
Should have a talent to do self-learning on any of the applications, modules as and when required
Be familiar with and adhere to the latest configuration, training and support standards and procedures
Assist in configuring, installing, training and supporting the Opera PMS, S&C and OXI products and associated interfaces for selected strategic projects when required·
Liaise with subject matter experts of next level of support, Level 2 support and to the development team if required
Work with the customers to ensure that contractual service expectations are exceeded
Regular follow-up with customer required until the issue resolved
Willing to do Shifts (Morning, Mid or night shift) including weekends / public holidays

Customer Support Analyst Resume Examples & Samples

Customer Support – helping man the UnaVista helpdesk, responding efficiently to customer queries and carrying out Tier 1 and Tier 2 investigation of reported problems in accordance with SLAs. Most support is via telephone or email and all customer contacts are to be reported in the helpdesk system
Build and maintain solutions on the UnaVista platform in accordance with requirements prioritised by product management
Ensure existing and new solutions are optimized and scalable to ensure on-going support requirements are minimised
Be or become highly knowledgeable in the relevant business domains
Work with product management and customers to ensure that business solutions are correctly designed and built
Work with development, professional services, QA and support teams to ensure that business solutions are delivered to plan and customers are satisfied
Data centre coordination – working with staff in the LSEG’s technical operations group to ensure that the UnaVista servers and network infrastructure are appropriately managed and maintained
Working with the Head of Support to continue to find ways to improve the level of customer service
Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.; and
 Internal wiki, used for internal and customer-facing documentation
Demonstrable experience on a helpdesk or similar client-facing role
French or German speaking essential
Service-oriented approach, good customer-facing telephone/email capabilities
Advanced knowledge of SQL (specific SQL Server experience is best); and
Good project management experience (Prince2)
Basic understanding of networking including FTP/SFTP
Java, JavaScript, DHTML, JBoss, Apache (all on Windows platforms); exposure to other technologies an advantage
Previous experience with JIRA/Confluence (as a user, good; as an administrator even better); and
Basic Linux system administration skills, MySQL exposure

Customer Support Analyst Resume Examples & Samples

Account Creation
Account Termination
Enter/retain timely & accurate user account/asset information via entry into a centralized database (Asset Tracking Database)
Provide system level security access for network, transaction system, e-mail &
Other application products
Enter/Retain timely & accurate incident information via entry of customer issues into a centralized problem tracking database (ServiceDesk Express)
Facilitate escalation of problems to other system groups
Provide individual, over-the-shoulder coaching & training to customers as needed
Assume responsibility to accept & respond to off-hour calls in an emergency
Provide onsite support for 1 or more holidays per year
Strict adherence to corporate ethics/policies regarding confidentiality of information
3+ years of technology support experience with emphasis on Microsoft Office Suite, Microsoft WindowsXP, Windows 7, Systems management software (SCCM) & Help Desk incident tracking software,
Familiarity with remote control software (i.e. - CarbonCopy or pcAnywhere)
Ability to follow written & verbal instructions
Ability to coordinate multiple activities across multiple locations
Familiarity with mobile communication devices (Blackberry, iPhone, Android) a plus
Ability to effectively communicate technical issues to non-technical personnel

Customer Support Analyst Resume Examples & Samples

Experience with ""case"" or ""ticket"" management and workflows (Help Desk, Service Desk, etc.)
Basic project management concepts, e.g., tasks, due dates, dependencies, resources
Strong self-starter, can work with minimal supervision
Strong level of perseverance to resolve issues, even if multiple follow ups are required
4 years+ experience in MS Excel or MS Access
MS EXCEL competence in sorting, filtering, using data management functions (Vlookup; indexing; macros) and building & leveraging pivot tables
Experience representing MS EXCEL tables, charts, and graphs in MS POWERPOINT
2+ years working with relational databases
Advantage in having experience with web-based data management systems
Tool Skills (Common business environment tools - Microsoft Office products)
Cisco collaboration platforms: WebEx, Jabber, Telepresence
Active or Previous DoD security clearance, or capable of obtaining clearance
Previous business analysis or IT support is a plus
Prior military service, or civilian support in support of military
Prior experience with inventory/asset management (ideal would be with Cisco SMARTnet and ICRS)
Knowledge of trends in Data Science - e.g., statistics, modeling, and visualization

Transaction Banking Customer Support, Analyst Resume Examples & Samples

Customer Support
Provide initial training to customers for electronic banking (EB) services
Provide on-going support to customers and troubleshoot related to EB services
Provide support to customers for other Transaction Banking related services such as host to host, lockbox, cash pooling and others
Maintain good relationship with existing customers through prompt response to their questions and concerns
Approach proactively to enhance customer’s experiences of bank’s TB services
Increase the knowledge base for customers’ questions and answers regarding Transaction Banking services
Update user manuals
Marketing Support
Support sales officers by investigating transaction and registration related TB services
Share any customer information through support activities within the team to expand relationships with customers
Participation in Product Development and Upgrading of TB Related Services
Participate in meeting with system department and business operation department regarding current development issues
Maintain and update lists for possible future upgrade/enhancements
Participate in User testing
Administrative Duties
Update customer tracking system to capture all the correspondences with customers
Update internal manuals

Customer Support Analyst Senior Resume Examples & Samples

Supporting a DoD Agency in the Special Programs Directorate
Provide customer assistance and problem resolution to a wide variety of customers across business areas
Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems
BA or equivalent + 6 yrs related experience, or MA + 4 yrs related experience
Must have a Top Secret/SCI
Must be proficient in administrative operations and have a strong understanding of business processes and implementation
Must have experience supporting the Intelligence Community and/or Department of Defense

Customer Support Analyst Resume Examples & Samples

Responds to inbound requests from all channels (phone, portal, and e-mail) within prescribed service levels
Identify, assess criticality, and prioritize resolution of all new and existing issues
Monitors, documents, and manages the resolution process in a timely manner, while effectively communicating status to the customer to maintain a high rate of satisfaction
Offer accurate and efficient resolutions to cases, with assistance from senior level resources if necessary
Participates in the Knowledge Management process through creation and updating of documentation
Subject Matter Expert on Experian Data Quality products
Collaborates with other employees including Account Management and Technical Delivery teams to deliver a superior customer experience
Guides Customers to the use of self-help resources and documentation
Adheres to all Experian Data Quality Customer Support policies and procedures
Expected to meet and exceed Experian Data Quality Customer Support metrics & targets
Excellent interpersonal and professional communication skills
Strong written skills
Strong time management, multitasking and organizational skills
Ability to understand and articulate technical concepts and derive solutions
Positive, customer-obsessed attitude and solution-oriented outlook
Willing to work non-standard business hours as required
Bachelor’s degree in a technical field or equivalent work experience preferred
Experience in a customer facing or customer service role
Working knowledge of programming languages, including C#, Java, PHP, JavaScript, HTML and CSS preferred
Proficient in using Salesforce.com preferred
Proficient typing skills
Proficient in Microsoft Office preferred

Customer Support Analyst Resume Examples & Samples

Answer inbound calls from Support line and log issues accordingly onto the system
Monitor and manage issues coming into the system (mail and web portal) as well as gather
Required information from customer for troubleshooting purposes
Troubleshoot issues classified as ‘functional’ and escalate as appropriate
Document and escalate customer complaints
Ensures accurate client information is documented and processed
Follow incident management processes, procedures, and associated tools requirements
Communicate with internal and external departments, communicate with customers, as
Needed, to report on status and resolution of issues
Document contacts and follow ups in system database
B.S. in Finance or Information Systems, Computer Science or related field
Self-starter, able to take the initiative, but equally a good team player

Customer Support Analyst Resume Examples & Samples

At Least 2+ years of Customer Support experience, in a services/product environment
Problem solving, analysis and testing skills
Ability to handle difficult customers and complaints in a constructive manner
ITIL qualifications and experience are nice to have
Experience working with teams across multiple time zones
Strong customer focus and ability to communicate professionally
Capacity to build and maintain strong work relationships
Good interpersonal skills, a positive attitude and self motivated
A good level of IT literacy

Customer Support Analyst, Naples Italy Resume Examples & Samples

Ability to provide 8x5 OR Shift Centric On site Support
Act as a single point of contact for resolution of all technology-related issues for supported TNOSC and LNSC’s
Confirm resolution, conduct customer satisfaction surveys, and close tickets upon resolution of incident, problem, or request
Contribute to knowledgebase to include development of standard operating procedures
Provide initial support and classification of all incidents/problems or requests
Track and resolve incidents not assigned to other support groups
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
Troubleshoot software and hardware problems
Experience providing customer centric service and support in a 24x7 Enterprise level service desk operating environment
Experience working with geographically dispersed customers and organizations
Experience working with diverse system software and hardware
Skilled in time, priority and task management
Interpersonal and communications skills to interact with customers and team members
Experience living and working in an OCONUS location
Experience supporting US DoD or US Navy customers and organizations
Flexibility in adapting to and functioning in demanding and fluid environments or situations
DoD 8570 IAT Level I Baseline Certification
MCP-WIN 7 OR HIGHER Certification\Training

Customer Support Analyst Resume Examples & Samples

Facilitate Application monitoring, investigate, analyse and resolve the technical issues
Implementing translation solutions in XML and XSLT language
Analyse new connectivity requests, implement and deliver the solution on time
Handle escalation cases from Tier 1 team
Effectively co-ordinate and manage accreditation process for Retailers and their trade partners
Communicate directly with customers and their trading partners
Developing an in depth knowledge of technical aspect of internal products to review and approve all production change requests throughout the company
Working closely with departments across the business, such as Development and Project teams to ensure quality solutions are delivered
Contribute to internal process improvement
Exceptional communication, analytical and facilitation skills with an eye for detail
Experience in XML and XSLT programming skills would be ideal
Ownership of incident and problem management life cycles
Excellent problem solving and time management skills
Tertiary qualifications preferred, but not essential
Ability to inspire a team!
A can do attitude and a love for working with clients - demonstrated internal or external customer service skills

Customer Support Analyst Resume Examples & Samples

Provide first line support for charities and end users of the everydayhero platform
Phone, chat and email support is offered
Provide weekly reports on case volume and usage of support resources
Alert management to high contact issues, providing assistance with the resolution
Take ownership of case logging CMS system and liaise with colleagues and clients to provide case updates
Take ownership on resource management and scheduling during peak event season and other periods of annual leave, illness, etc
Computer literacy to a high level, especially on MS Office Applications
Adaptability to handle high case volumes with a cool-head and efficient resolution
Previous experience in a customer support environment

Customer Support Analyst Resume Examples & Samples

Provide customer support via phone and email for Company’s product portfolio: answer technical inquiries, answer user queries, diagnose reported problems or configuration issues, recommend possible solutions and follow issues through to successful resolution. Ability to effectively interact and maintain professionalism with customers at all levels
Support analyst interfaces with appropriate technical/programming personnel for customer problems that cannot be resolved quickly on the telephone and monitor progress on problem resolution and initiates timely feedback to management and the customer
Perform customer follow-up to verify final resolution and determine satisfaction level
Customer Support Analyst owns the post-sales/post software implementation customer relationship and aims to deliver high customer service with every engagement
Demonstrate a successful track record of providing support to customers by reproducing and resolving technical issues in a timely, efficient and friendly manner, and in some cases, issues that may be in an escalated state
Document all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended. Maintain an electronic record of technical information to research possible solutions to customer-reported problems
Must possess excellent time management, communications, decision-making, team, presentation and organisational skills
Create and document knowledge gained from every customer interaction to contribute to knowledge growth and expansion
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification and problem escalation
Be a team player and add to the knowledge and experience of the Customer Support Team
Ability to multi-task, prioritise and organise multiple projects/tasks concurrently while meeting required deadlines
Ability to work independently and as part of a team in a customer-driven, fast-paced environment
Military Supply and/or Maintenance
Experience in using GOLDesp (or similar) software

Senior Customer Support Analyst Resume Examples & Samples

Actively research problems using valuable support information in CSD’s Knowledge Base in order to ensure that answers and solutions are consistent, accurate, and more readily available to users and Regional Service Providers. Provide recommendations on articles that need to be enhanced or updated
For specialized topic areas, assist in evaluating the technical expertise of CSD staff, help identify individual or group skill gaps, and provide training in order to improve our ability to provide consistent, efficient solutions for users
3-5 years’ experience setup, configuration, troubleshooting, and providing technical support on networking (firewalls, proxy servers), server operating systems (Linux and Windows Server), and Web servers (Apache)
Strong orientation toward customer service

Customer Support Analyst Resume Examples & Samples

Understanding component required and processing replacement request through our Hardware Manufacturer
Providing both domestic and international shipment paperwork, so that the component can ship out
Working closely with forwarders for system returns/shipments
Consistently updating the customer, to make them aware of status of component
Providing all needed return paperwork, so that the faulty component comes back to our manufacturer
Stepping the client through the replacement of the component (with the engineer’s guidance)
Monitoring the system post replacement, to make sure all is in good working order
Experience working with CRM and/or trouble tracking systems preferred
Experience with Microsoft Windows
Previous shipping and receiving and/or RMA experience a plus
Bachelor’s degree in business operations or related field or equivalent experience

Customer Support Analyst Resume Examples & Samples

Upgrading and installing new software
Setting up replacement retail related hardware
Troubleshooting and analyzing hardware and software issues; and retail network equipment (routers, switches, cabling)
Assist in maintaining the retail hardware inventory
Dedication to provide excellent customer service

Customer Support Analyst Tech Services Sys Resume Examples & Samples

Provide 2nd line support globally for System/ DBA issues on Hospitality applications (WebLogic, Dataguard, Performances, RMAN, Block data corruptions, etc.)
Provide technical guidance on the Application, Database and System layers, to
Other internal resources where required
On-call service on a rotational basis to manage any critical incidents outside office hours
Identify and report back root cause and resolution of major incidents to avoid recurring issues
Liaise with 3rd line support, Development, and Product teams
Participate in internal and external meetings as required
Participate in building Oracle knowledgebase
Participate in cross-division training programs to strengthen System/ DBA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global System/ DBA team
Work with global product L2 and L3 teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented
Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
Extensive knowledge in the domain of networks and databases (MS SQL, Oracle)
Strong experience with Linux, Microsoft desktop and server operating systems
Knowledge of the hospitality and IT industry is essential
Good knowledge of MICROS applications (Hotel and/or F&B) is beneficial

Customer Support Analyst Resume Examples & Samples

Answer incoming support requests in a blended support environment, and place outgoing proactive calls, resolving nearly all requests presented, to ensure that users receive workable solutions
Document all support activity within the CSD call tracking system(s) to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users
Assist the corporation in understanding customer responses to specific product offerings and desires for product enhancements, so that OCLC can continue to improve the functionality and quality of its products/services
With supervision participate in new product training to help ensure CSD support readiness and better product quality/usability
Position requires a Bachelor’s degree in a computer based discipline or equivalent experience
Ability to handle high stress situations effectively with tact and diplomacy

Cash Vault Customer Support Analyst Resume Examples & Samples

Two to three years of experience in operations/technology project management activities
General knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
Thorough understanding of project management and testing methodology and procedures
Ability to develop test schedules, review testing plans, track test issues and report on test results
Strong analytical and forecasting skills
Ability to work as part of a project team
Excellent verbal and written presentation and communication skills
Excellent computer skills, especially Microsoft Office applications

Customer Support Analyst Resume Examples & Samples

Support internal and external customer tools by providing quality customer support via phone, email, and in-app feedback channels
Ensure the best customer experience with FirstView App and related tools for all parents and district users
As primary contact for end user support, support internal and external customer tools including but not limited to customer and parent facing apps, dashboards, etc
Ensure all registrants are able to access and successfully utilize the FirstView app
Utilize Incident Management System to meet designated response and resolution deadlines
Work closely with data team, Operations Support Analysts, and Field Ops Specialists to resolve any data integrity or location operational concerns
Identify and escalate usage and technology gaps for resolution and advancement of our offerings
Engage with FirstView Customer Support Lead on issues or concerns regarding data quality, user experience, and app functionality
Stay up-to-date in understanding of FOCUS and GPS provider systems, attending all ops support trainings and meetings
Be prepared and available to assist in the testing, deployment, and support of additional and future customer tools and offerings
French Canadian speaking a plus

Flexconnect Customer Support Analyst Resume Examples & Samples

Bachelor’s degree in business, information technology, or a related field
Minimum of 3-years’ experience working in a packaged software customer support organization
Proficient managing and/or supporting simultaneous projects and tasks
Exceptional verbal and written communication skills
Excellent organization, time management, and presentation skills
Experience with issue tracking systems
Familiarity with IoT concepts and architecture
Experience with Microsoft Azure IoT Suite
Successful track record within customer support and/or professional services organization

Customer Support Analyst Resume Examples & Samples

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience
Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills
Typically requires 5-7 years of relevant technical and business work experience
Willingness and ability to travel domestically and internationally, as necessary
Effective in written and verbal communication in English

Customer Support Analyst Resume Examples & Samples

Responsible for reviewing and approving orders created by sales or customer experience managers
Conduct timely and accurate product delivery to clients
Responsible for ensuring fulfillment documentation is forwarded to client for proof of delivery and posted to account in order to properly recognize revenue
Manage DRG user maintenance (Client Platform Issues, Client Portal Set-up, Gateway Account Set-up, Password and Login issues)
Provide Salesforce.com support to BD team as well as Sales team
Handle Invoice inquiries by working with Finance and SFDC
Responsible for triaging client leads
Assist with Customer Experience Phone line
Proactively work to solve issues (internal and external clients) and partner with key stakeholders
Assist with submission of Vendor contracts in Salesforce.com
Ability to work under pressure and produce high quality work
Strong interpersonal skills. Positive attitude. Ability to work in a team environment
Detail oriented and attention to quality
High proficiency in data entry
Strong reporting skills and analytic capabilities
25 days’ holiday
Pension scheme
Long term disability insurance

Customer Support Analyst Resume Examples & Samples

Travel 1 to 5 nights per month may be required
The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis
To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume

Customer Support Analyst Resume Examples & Samples

Identify issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, release management knowledge, cross functional team input, feedback from advisory boards, and other sources
You will be directly impacting the customer’s ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making. You will also be the “face” of Vertafore with our customers
Ability to learn, take on, and communicate Support related front and back end product work of other products or disciplines, product integration, reading and executing scripts, and development of workflow practices
Partner with Vertafore management, trainers and representatives to resolve Support issues. As a mentor or coach, you are viewed as helpful and effective in continuous improvement. You will be a strong liaison with other Vertafore teams such as Product Development, Professional Services, and Sales
Ability to work independently and within small teams to build new Vertafore processes. This includes exercising proper use and adherence to customer management tools, promoting content knowledge base growth, positively effecting strategic or tactical defect resolution, and solving complex escalated customer issues
2-3 years Technical, Application Support and Customer Service experience
Bachelor’s degree or equivalent work experience
Familiar and/or proficient on one or more of the following

Customer Support Analyst Resume Examples & Samples

Process cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data
Provide support to customers via SalesForce following documented troubleshooting instructions using EPS SalesForce workflow
Close cases, capturing all relevant resolution details accurately
Follow up with clients that have not provided responses to outstanding questions from the support teams
Other support tasks as determined by Manager

Global Customer Support Analyst With Czech & English Languages Resume Examples & Samples

Ensure that HUB tasks are handled during active shift
Monitors queues to respond to incorrectly routed or unassigned customer requests
Reports to EMEA Customer HUB Manager
Can address issues among multiple parties within the organization
Team-working
Excellent verbal and written skills in Czech as well in English
At least 3 years work experience
Knowledge of any software products (database, application) would be considered an advantage

Global Customer Support Analyst With French & English Languages Resume Examples & Samples

Provides verbal or written translations when customer requires language support
Resolves assigned Service Requests related to our Internet portals
Place Software orders and track the shipment of these orders in the internal database
Maintain knowledge of current Oracle business flows
Provides the best possible translation for both customer and internal Support engineer – using collaboration methods as necessary
Excellent verbal and written skills in French as well in English

IT Customer Support Analyst Resume Examples & Samples

Bachelor's degree in a related area or other equivalent professional qualification
3 years + practical experience in desktop support encompassing a high working knowledge of hardware and Microsoft office suite software as a minimum
Good communication skills; and
Demonstrated ability to work in a team, be pro-active and display exemplary customer service skills

Customer Support Analyst, Yokosuka Japan Resume Examples & Samples

Adhere to established policies and procedures
Enable atmosphere of collaboration to allow information sharing and guidance consistently across the Service Desk organization
Interact with customers and co-workers to diagnose and resolve problems
Performs duties and functions at the direction of the ONE-NET Operations Manager and/or Functional Supervisor
Troubleshoot software and hardware problems."

Senior Customer Support Analyst Resume Examples & Samples

DHS HQ EOD required to start, and must be able to obtain Final Suitability
Ability to manage time, work on a team or independently
Strong Remedy skills
Strong Customer relation and leadership skills
Knowledge of Incident Mangement process\procedures
Knowledge of Active Call Directory Functions
Create detailed knowledge articles
ITIL Foundations (Desired)

Customer Support Analyst Resume Examples & Samples

Evaluate, prioritize, and deliver prompt and professional solutions for customer inquiries via phone, email, chat, and other digital channels as necessary
Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary
Conduct trend analysis related to ticket resolution
Perform a wide range of client-level technical trouble shooting, including but not limited to desktop applications, wireless technologies and remote access solutions
Collaborate effectively with Level 1 support
Maintain relationships with other internal departments as well as client base to improve business performance
Monitor and maintain Remedy ticket queues to ensure quality history records and related incident documentation
Associates Degree or Relevant Certification in Computer Science, Networking or Security; a Bachelor’s degree is preferred
Minimum 3+ years Desktop computing or Technical Customer Support experience
Someone who thrives in a fast-paced environment
Refined problem solving skills
Customer support for a wide range of technologies, including but not limited to Microsoft Windows, Outlook, Office, mobile phones, PC’s and Mac’s
Excellent customer-service skills, including a polished phone presence, and superior verbal and written communications skills
Must be able to communicate effectively with management and all levels of the customer’s organization to identify needs, evaluate solutions, identify opportunities for improvement and build customer relationships
Experience with PowerShell or equivalent scripting skills preferred
Exposure to Agile a plus

Customer Support Analyst Resume Examples & Samples

Minimum 1 year experience in a Help Desk or Service Desk role
Minimum 1 years experience in a Customer Service role
Excellent communication skills and problem solving skills
Self-motivated and the ability to function with minimal instruction
Call center experience an asset
Travel certificate an asset
Some positions will require the candidate to be Bilingual in French & English
Support client on Expense Management & Travel request
To lead in the resolution of 1st level user issues through the use of standard Incident management processes
Maintain a solid understanding of relevant Service Level Agreement (SLA) in relation to the SLA targets (e.g., in-scope work, response times, hours of operation, penalty clauses etc)
Ensure client issues are escalated in the correct manner per the documented escalation processes. Use initiative to access all available resources to resolve issue
Ensure calls assigned to any other parties (internal/external) are managed according to correct processes
Ensure all case details are recorded correctly and professionally
Assist in the development and implementation of new or improved service delivery strategies and initiatives
Assist in the maintenance of all process documentation that is relevant

Business Intelligence Customer Support Analyst Resume Examples & Samples

Jointly, with supplier partners and senior statewide leadership, defines standards and measures for quality and customer satisfaction requirements
Works directly with Executive Leadership, Statewide Functional Leadership and Supplier Executives to provide analysis of business intelligence gathered from applications
Implements processes to identify, track, escalate, report and resolve issues in alignment with statewide functional leaders and supplier partners
Works with Suppliers to ensure accurate performance group setup and coordinates changes of Product hierarchy items
Facilitates training and knowledge transfer for business intelligence application and maximized utilization of functional users for all existing and/or newly implemented applications including but not limited: GreatVines, MicroStrategy, SalesForce Goals, Supplier Goals, Point Value Goals, POD Goals, Inventiv Pocket Survey
Analyzes the technical performance and reliability of products, systems, and services to ensure customer satisfaction
Responsible for ensuring capability of technology is maximized through effective utilization and strategic continuous improvement that supports organizational needs

Samsung Printing Customer Support Analyst Resume Examples & Samples

Lead month end close and flash processes and activities
Lead annual budget planning process
Ensure Granularity and Transparency in all financial processes
Modeling cost scenarios with different figures & strategies in order to help our business partners to take well informed decisions that help to meet fiscal year goals
Review monthly and quarterly results with senior leaders providing insightful commentary on key cost drivers
Drive process improvement initiatives that positively impact Customer Services and Support region finance and business operations activities
Provide decision support analysis exercising unique understanding of Commercial Services & Support business to drive execution of operational and financial objectives
Consult with business leaders to guide and influence long term and strategic planning efforts
Lead and advise on financial implications of complex business initiatives, working across multiple areas within finance and across geographies/organizations

Customer Support Analyst Resume Examples & Samples

Resilience to stress and constant changes
Multicultural Customer Service competency
Excellent written English skills required
Strong service acumen in a business environment
Excellent time management and organizational skills required
Demonstrated ability to be proactive and take initiative to get things done
Bachelor degree preferred (but not required) or equivalent work experience
Previous work experience in service delivery
Work with MS environment (Windows, Office)
Work with a CRM product (Salesforce is an advantage)
Excellent Business Level English – Written
LI-MP

Customer Support Analyst Resume Examples & Samples

Core job function centers on satisfying internal customers by driving resolution to financial issues and answering informational requests by leveraging and contributing to the collective knowledge of the organization
Manage incoming merchant and ISO requests, emails, and support tickets by troubleshooting and servicing merchant financial problems
Document each customer incident in our internal system in a clear, concise, and understandable format and ensures all appropriate call tracking information is recorded properly
Escalate unresolved customer issues with all pertinent information included, to appropriate resources (including Team Supervisor if warranted)
Provide 1st level financial support for internal employees and ISO’s
Assist internal customers and ISO’s in gaining the most value from our products and services by identifying additional product or training needs. Forward all lead information to Sales to generate additional revenues as appropriate
Employee will be monitored and evaluated against a set of established performance metrics. These include Average Handle Time of incidents, Customer Satisfaction, and use of knowledgebase tools, among others
Complete systemic updates related to the various fees assessed to customers regarding, cancellations, equipment orders, training, shipping, or other additional charges
Responsible for incoming requests to add services, add T&E card types, set up Debit and EBT, close accounts, DBA, name and address changes in front end files
Calculate refunds or credits to merchants due to downgrades, statement or processing problems (i.e. duplicate of charges, account set up incorrectly due to sales agreement not completed correctly, ect.)
Make account changes for merchants, sales reps and various internal departments
Distributes incoming email and fax requests to appropriate representatives
Prepares files for scanning, scans all new applications into system, scans all update requests into system
Cross checks scanned files to ensure the documents are posted to the correct merchant account
Paperless project requests
Contribute to the company’s knowledge capital by creating and modifying reusable solutions
Attend all department and company meetings to stay up to date with the latest changes and releases
Participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department
Maintain a positive, constructive attitude in the workplace. These include presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
Take responsibility to become fully trained on all application modules. At completion of initial training, successfully passes department certification exam
Employees are responsible for working with their Supervisor to create and manage their own training & development program (Individual Development Program – IDP). Training includes product modules, customer service skills, and related technology skills, among others
Various projects as requested by Supervisor or Manager of the department
1 – 2 years of data processing experience
Proven organizational skills and attention to detail
Strong problem-solving skills and the ability to multi task
Ability to provide high quality of customer service in a fast paced environment

Customer Support Analyst Resume Examples & Samples

Excellent written and oral communication skills in English required
Excellent written and oral communication skills in Japanese required
Excellent Business Level English – Written and orally
Excellent Business Level Japanese – Written and orally

Customer Support Analyst, Senior Resume Examples & Samples

Provides an Extraordinary Customer Experience across one or more Sage products or industries by addressing inquiries using a variety of channels (telephone, email, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals
Independently identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues. Listens for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others
Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. May participate in Evolve Loop creation, review articles for technical accuracy, and publish articles. Maintains article quality standards
Recognizes creative opportunities and advises customers in realizing a higher return on investment, greater insight into business activities, operating business more effectively, and improving business efficiency utilizing Sage products and services
Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources
Works collaboratively and effectively within a team of peers. Promotes a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect. Acts as a mentor to others and identifies coaching/training opportunities
Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress. Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization
Stays current on technical and business knowledge in all assigned applications. Seeks out opportunities to educate or share knowledge with team members. Acts as a positive change agent for roll out and alignment of support processes and procedures
Lead or actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned
Requires a High School Diploma or GED or equivalent experience required
Advanced knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries
Requires the ability to adhere to a structured work schedule and efficiently self-manage work time
Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner. Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps
Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
Requires strong verbal, listening, and written communication skills
Ability to read and write SQL is a plus
Report Writing Tool experience including Crystal Reporting is also a plus

Customer Support Analyst Resume Examples & Samples

Communicate to client as single point of contact
Provide assistance with product demonstrations and knowledge calls
Maintain client support and upgrade information
Attend and participate in operational and application support meetings
Make determination of support classification

Customer Support Analyst Resume Examples & Samples

Build and manage customer relationship to be seen as the first point of contact from the customer’s perspective. Make independent decisions on issues of escalation and resolution
Primary solutions provider for sales reps to manage customer activities/requests; review customer concerns, provide summary of open activities, reach out to customers for problem solving and provide customer reports as established
Manage the operational impacts for a specific manufacturing plant as it relates to customer made-to-order requests; serve as the primary owner within the Customer Service Team to root cause open activities, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization. Primary point of customer contact in the absence of the denoted sales representative
Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, review of customer specifications with engineering, shipping, customer complaints, returns, recalls and accounts receivable
Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution. Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments
Become fluent in customer relationship management for team partner. Act as a daily backup for one another to mitigate backlogs on sporadic high volumes. Serve as backup when partner is out of the office
Maintain a positive professional disposition in all customer situations, internal and external
Reporting & Analytics – accountability for creating, analyzing and summarizing findings
Minimum of Bachelors degree required. Focus in business preferred
Minimum of five years experience building and managing customer relationships. Customers include internal cross functional team members, external end user customers and vendors
Proven track record in leadership activities and team settings within educational or work environments
Experience with SAP including the ability to think critically. Evaluate information and make a decision based on findings, and the ability to examine a large volume of data to find trends
The ability to accurately handle complex processes and multi-task in a fast-paced environment
Able to take action in solving problems while exhibiting good judgment and a realistic understanding of issues. Uses good reason, even when dealing with potential conflicts and frequent change
Ability to interact effectively with individuals at all levels in the organization required
Ability to successfully multi-task in a face-paced environment
Strong aptitude for analyzing a situation for root causes and determining the best possible solution and/or direction for resolution
Demonstrated ability to show initiative by finding and acting on opportunities
Strong communication skills both verbal and written
Exceptional organizational, problem solving, and analytical skills and the ability to think independently
High attention to detail and accuracy
Must possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the day

Customer Support Analyst Resume Examples & Samples

Act as the central point of communication between the customer and Cummins to provide the ultimate customer experience
Document intermediately (fully proficient) customer interactions information within Cummins, strengthening the link between the customer and the factory
Build a professional relationship with customers to increase loyalty in the Cummins’ products
Ability to maintain a high level of professionalism with composure and resilience
Provide Intermediate direct and prompt assistance to customers through various media (phone, email, letter, and fax), acting as a customer advocate
Resolve all common customer issues through a broad understanding of Cummins processes, systems, and practices at an expanded level of understanding with limited escalations
Ability to demonstrate leadership skills in a cross-functional organization, building relationships and managing conflict with customer
Ability to manage escalated issues from internally and/or externally as required providing documentation throughout process
Contribute to the development of customer and knowledge database(s) by accurately and consistently recording customer contact information and Frequently Asked Questions (FAQ)
Manage the coordination of product information between business units, distributors, end users, etc
Support/manage contact center quality improvements and response targets
Participate in Six Sigma as a team member and input ideas into hopper
Ability to be flexible with time constraints and scheduling if applicable
Analysts should be Intermediate (fully proficient) in the application of customer service knowledge/skill set in a wide range of work situations
Fully proficient in practical experience interacting with customers providing technical direction
Ability to interpret troubleshooting trees to provide assistance to customers
Ability to manage and train conflict resolution and diffuse situations to provide optimal end results
Fully proficient skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism
Management of assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc. with ability to train others
Able to advise/train others of status at any time throughout the process of customer experience
Partner with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers
Act as the primary support for customer escalations
Intermediate skills with computer related programs such as Microsoft Suite (Word, Excel, Power Point, etc.)
Able to type 40 WPM
Able to perform with no guidance effectively with Telephony System and Telephony Quality Compliance by providing documentation for each contact
Ability to analyze and understand Telephony reporting measures
Intermediate skill sets of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairie and /or Citrix) and ability to run reporting measures
Intermediate (fully proficient) understanding of Cummins products (engines, filtration, power generators, components, marine products, high horsepower products, Dodge applications, etc.) with the ability to train others
Intermediate (fully proficient) understanding of diesel engine operation, parts, and warranty support to our end users and fleet users and ability to train others
Intermediate understanding of Logistical concepts with the ability to train others
Thorough understanding and ability to train on knowledge of Engine Familiarization
Thorough understanding schematic/blue prints/wiring diagrams with the ability to train
Capable of analyzing data to provide suggestions to reduce variations through implementation of new processes

Global Customer Support Analyst With Hungarian & English Languages Resume Examples & Samples

Uses Service Request quality guidelines when placing entries in SRs
Reports to a regional Team Lead and EMEA Customer HUB Manager
Takes ownership and coordinates resolution of customer’s service requests
Operate in line with Customer Service HUB business processes and procedures
Manages queue and SRs to provide the highest level of customer service within standard support guidelines
Excellent verbal and written skills in English, very good verbal and written skills in Hungarian language
Proven experience in support business is not necessary but would be considered an advantage

Global Customer Support Analyst With Spanish & English Languages Resume Examples & Samples

Monitors translation queues to make sure translations occur in a timely manner
Responds quickly to customer requests for escalations by contacting the owning engineer’s manager
Personal drive
Excellent verbal and written skills in Spanish as well in English

Customer Support Analyst Senior Resume Examples & Samples

Provide administrative support across all mission areas and coordinate meetings and video telecommunications activities
Provide customer assistance and problem resolution to external and internal customers across the business areas
Respond to non-routine and routine customer calls, email and web inquires, providing a single point of contact for problems

Customer Support Analyst Resume Examples & Samples

Educating customers about GETS, WPS, and TSP, as well as how to use program-related web sites
Assisting customers in determining how to implement and manage GETS, WPS, and TSP within their organization
Reviewing and approving service requests based on standard guidelines
Providing ongoing customer support for established GETS, WPS, and TSP customers
Assisting with annual revalidation of GETS and WPS accounts, including following up with customers who do not comply with initial requests to revalidate their account
Supporting inbound and outbound customer interactions by phone and customer relationship management software
Answering customer questions about the programs
BA or equivalent + 3 yrs related experience or MA + 1 yr related experience
Strong communication skills and end-user support skills
Ability to learn to use customer relationship management software

Customer Support Analyst Resume Examples & Samples

Work directly with customers to research, analyze, and resolve business process and security issues in a timely manner
Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements
Document your customer communications effectively in the issue management system ; meeting company standards
Test customer problems and log issues to development, working with developers to identify solutions or workarounds
Effectively prioritize and escalate customer issues as required
Participate in our 24X7 global coverage plan
Five or more years of experience in two or more key product areas

Win Customer Support Analyst Resume Examples & Samples

BA or equivalent + 3 yrs related experience, or MA + 1 yr related experience
Associate’s degree in Information Technology or related field
5 or more years of experience providing technical support in an enterprise environment
Top Secret clearance (SSBI or SSBI-PR within last 5 years), and SCI eligible (read out less than 24 months previously)

Deams Customer Support Analyst Resume Examples & Samples

Provide analysis and problem resolution to correct reported problems
Review and provide assurances that all general ledger requirements are met within the Oracle system
Develop Standard Operating Procedures (SOP’s) and provide Oracle training, as required
Analyze and ensure resolution of resolve open Serena Help Desk Tickets
Interact and communicate effectively with finance and technology senior/middle management
Participate in DEAMS process improvement workshops identifying gaps and providing solutions to bridge gaps and enhance processes
Minimum 5 years of Air Force financial management experience
Experience in of Air Force Funds Control, Accounting, Financial Analysis, Accounts Payable, Government Purchase Card, or Defense Finance and Accounting Service
Experience dealing with Status of Fund (SOF), Open Document Listing (ODL), Selective Transaction History (STH), Outstanding Travel Orders and Advances
Experience working Interfund or Base Supply specifically; Prime Vendor, Hazardous Waste, Defense Automatic Addressing System (DAAS), Defense Medical Logistics Standard Support (DMLSS), Business System Modernization-Energy (BSME), Standard Materiel Accounting System, or Standard Base Supply System
Candidate must also be willing and able to travel as part of DEAMS Deployment as required
Ability to obtain a U.S. secret level security clearance (requires US Citizenship)
Experience working in DEAMS
Knowledge of Air Force legacy systems such as the Integrated Accounts Payable System, the Standard Base Supply System, the Standard Materiel Accounting System, the General Accounting and Finance System, the Reserve Travel System, the Automated Business Service System, the Commander's Resource Integration System, and the Intra-governmental Payment and Collection a plus

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