Client Support Analyst

This role involves:

• Managing complex product issues and escalations, working with customers to resolution.
• Participating in project management and oversight, contributing to team holiday coverage.
• Maintaining ownership of customer communication and follow-up when issues are escalated.

The ideal candidate will:

• Troubleshoot and escalate complex issues to technical and product resources.
• Proactively maintain internal and external Knowledge Database (KCS) to assist troubleshooting.
• Leverage prior knowledge, experience, and tools to provide solutions.

Additionally the role will:

• Manage issues escalated from Customer Support, Account Management, and Implementation teams.
• Educate and empower customers to maximize use of products, tools, and services and monitor system status and health of the products.
• Communicate with customers regarding support cases and manage all client related issues through Client Relationship Management tool (CRM) – Salesforce.