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The Customer Support Analyst serves as the liaison between the customer and departments within the company to ensure expectations are aligned and delivered in an accurate, timely manner and our customers are taken care of. This role focuses on building and maintaining strong relationships with customers and business partners ensuring a positive customer experience. The Analysts responsibilities involve daily processing and analysis of customer work orders, feedback, billing, and other key data. Report trends, propose relevant solutions and business actions to resolve customer issues in partnership with cross functional SMEs. Contribute to the creation and improvement of operational processes, documentation, guides, and training materials. Maintain and update knowledge base of common issues, solutions, and FAQs.

Key Duties and Responsibilities

Prepare action items on customer behalf for improving service, reducing work orders, and maximizing customer revenue. Responsibilities include:

• Serve as the key point of contact between the business and specific accounts (customers).

• Prepare and deliver insights and recommendations based on analyses.

• See the big picture, determine the problem and understand fundamental parts of the problem.

• Interpret data and identify trends based on specific knowledge of statistics and procedures used. Provide data to all Sr. Leaders to support decision making.

• Provide customers with specialized information from a variety of resources. Facilitate workout problem-solving sessions with multiple groups of people.

• Synthesize findings and derive conclusions from analyses and make oral/written recommendations to upper management. Execute tasks related to core operations projects and/or process improvements. Execute day to day processes related to their areas of responsibility. Communicate issues and roadblocks related to their areas of responsibility.

• Other responsibilities as required.

Required Experience, Knowledge, Skills, and Abilities

• Working knowledge of SLA agreements

• Experience using parts, service, and operator manuals

• Problem solving ability, including efficiency in determining solutions and communicating through proper channels to achieve optimal results

• Excellent written and verbal communication skills,

• Demonstrated leadership skills to effect change

Direct Manager/Direct Reports: * Typically reports to Operations Process Manager or Business Manager * No direct responsibility for supervising others.

Travel Requirements: * Typically requires overnight travel less than 10% of the time.

Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Includes sitting for extended time periods, repetitive movements of hands, arms, and wrists in front of a computer monitor continuously.

Work Environment  

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Working conditions include sitting for extended time periods, repetitive movements of hands, arms, and wrists in front of a computer monitor continuously.

Minimum Qualifications : 

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications  

• Bachelor's Degree is preferred.

• 3 years working in service environment business, retail, and/or consulting is preferred 

• Experience using Microsoft Dynamics GP for field service or accounting procedures

•  Proficiency with Microsoft Office Suite, especially Excel

•  Experience with SQL or other Data Visualization software

Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education: * No additional education

Minimum Years of Work Experience : * 3

Preferred Years of Work Experience: * No additional years of experience

Minimum Leadership Experience : None

Preferred Leadership Experience : * None

Certifications : * None

Competencies:

• Customer Focus

• Communicates Effectively

• Manages Conflict

• Leverages Partnerships

• Teamwork Adaptability

• Problem Solving

• Strong quantitative skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.