Senior Analyst, Customer Support

The Opportunity

A Customer Support Analyst is responsible for day-to-day front line client support activities such as: answering general questions about client’s solution, troubleshooting system issues, providing basic user training, and assisting with technical questions/issues. A Customer Support Analyst will also seek to understand the client’s business needs and collaborate within the organization to provide high quality customer support solutions while representing the client’s needs.

• This role supports a Royal Air Force (RAF) contract and requires the successful candidate to attend an RAF site or base a minimum of 2–3 days per week.
• Ability to obtain and maintain UK Developed Vetting (DV) security clearance is mandatory. The successful candidate must be eligible for DV clearance and pass clearance within 6 months of employment.
• Continued employment in this role is contingent upon maintaining the required level of security clearance.
• Provide High Quality Customer Support to software clients via phone and email.
• Identify, troubleshoot, and resolve technical software issues.
• Lead conference calls during the troubleshooting process with clients.
• Document all client & internal interactions within the Customer Support Ticket Tracking System.
• Use effective written and verbal communication with clients, colleagues, and partners.
• Communicate and/or escalate with internal departments to resolve client issues quickly.
• Manage multiple priorities and deliver timely and accurate client feedback.
• Demonstrate strong active listening and follow-up skills.
• Navigate through multiple systems without assistance.
• Convey a professional and friendly approach while displaying honesty and integrity.
• Travel to client sites as needed

• Strong Customer Service and Communication Skills.
• Ability to work with a team as well as self-start and independently initiate new opportunities.
• Ability to exercise sound judgment and strong problem-solving skills.
• Ability to deliver highly technical information to less technical individuals.
• Working knowledge of Microsoft Office tools is preferred.
• Knowledge of RMIS, GRC, Healthcare industries are preferred.
• Salesforce experience, Salesforce Trailhead experience and/or Salesforce Certifications are preferred.
• Experience using Jira would be preferred.

• Degree in a software or technical field of study
• Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology