Customer Support Analyst

Valsoft • Columbus, OH

75d • Hybrid

About The Position

Cott Systems is looking for a Customer Support Analyst to join our team in Columbus OH. The Customer Support Analyst is responsible for providing first level technical phone support to customers using Cott's software applications; including support of PC hardware, peripherals, operating systems, and other 3rd party applications.

Requirements

• Strong communication skills, both verbal and written.
• Ability to troubleshoot technical issues effectively.
• Experience with customer support or technical support roles.
• Familiarity with PC hardware, peripherals, and operating systems.

Nice To Haves

• Experience in a software support environment.
• Knowledge of public records management software.

Responsibilities

• Answer customer calls, troubleshoot and resolve tickets.
• Respond to all problems in respective ticket queues timely (per the defined SLA).
• Attempt to solve all problems reported by customers in assigned ticket queue.
• Update ticketing software with ticket information, troubleshooting performed, and final resolution.
• Monitor all relevant ticket queues to ensure timely responsiveness and escalation as required.
• Identify urgent customer situations and ensure proper escalation.
• Maintain an acceptable knowledge and skillset for the subject areas of assigned subject queue.
• Work with User Liaisons at customer sites providing them with status on all open issues and ensuring their satisfaction.
• Follow Customer Support Standard Operating Procedures to manage interactions with customers as well as Cott employees.
• Organize yourself so that you are able to follow through on your commitments as well as respond timely to customers and management.
• Ensure knowledge and skills remain current as related to Cott's products and the third-party software used for Cott's products.
• Establish and maintain open, productive communication with Cott employees and customers.
• Proactively communicate team challenges and successes to Manager.
• Assist with the improvement of overall department efficiency and performance by identifying and communicating to Manager opportunities to enhance internal processes.
• Maintain confidentiality in accordance with company and departmental policies.
• Attend and actively participate in training sessions and meetings.
• Participate in cross training/retraining opportunities.
• Perform other duties as assigned (Special Projects, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Number of Employees: 1,001-5,000 employees