Customer Support Analyst - Consumer Goods Industry

Successfully foster client relationships to establish long-term partnerships and product utilization. Provide exceptional customer service to help resolve inquiries and/or concerns. Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and keep client updated throughout issue lifecycle. Identify and investigate reoccurring issues, and work with product and engineering teams to ensure solutions that address root causes, mitigating reoccurrence. Provide customer updates to Customer Success Managers and/or Account Managers for business review meetings. Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements. Analyze training needs, build appropriate learning solutions, select delivery methods, and work collaboratively to deliver training to customers. Participate in User Acceptance Testing (UAT) of new features and enhancements. Review and update/contribute new content to improve knowledge-based articles. X-train, support, and backup team members.