Support Analyst
About the role
Job Description
The Support Analyst is the primary service contact assisting customers to effectively utilize the software to meet their firm's business objectives. The Support Analyst leverages advanced software troubleshooting skills, strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel. The Support Analyst position requires the ability to effectively capture, document, analyze, and reconcile customers' procedural, setup, Elite application, and integration-related inquiries utilizing remote access tools, data analysis tools, and internal systems.
Work Arrangement: Remote
This role requires the individual to be based in Philippine. US time zone coverage and US weekend / afterhours shift potential.
What You'll Do
- Problem Resolution: Communicates and recommends simple to complex business processes, procedural and/or diverse service request solutions to resolve customer issues. Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation. Effectively uses local test systems, remote access utilities, and other resources during the Support Analyst process and escalates issues to senior-level analysts when necessary for further analysis. Isolates root causes and efficiently takes restorative actions while minimizing disruption to the customer's business operation.