Support Analyst - Tier 1

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

A SNAPSHOT OF YOUR ROLE

• As a Support Analyst – Tier 1, you will be the first point of contact for our clients, delivering outstanding customer
• support across phone and email channels. You will troubleshoot system issues, provide technical assistance, and deliver
• effective communication while ensuring an exceptional customer experience.

Your responsibilities include

• Provide high-quality customer support to software clients via phone and email
• Troubleshoot and resolve technical software issues
• Lead troubleshooting conference calls with clients
• Log and document all interactions in the Customer Support Ticket Tracking System
• Communicate effectively with clients, internal teams, and partners
• Escalate unresolved issues to appropriate teams to ensure swift resolution
• Manage multiple priorities and ensure timely and accurate feedback to clients
• Use multiple systems efficiently and independently
• Maintain professionalism and integrity in all client interactions

A BIT ABOUT YOU

You’re a client-focused support professional with excellent communication skills and a knack for solving problems.

You bring

• Strong customer service and interpersonal communication skills
• Ability to work collaboratively as well as independently
• Sound judgment and problem-solving abilities
• Capability to explain technical concepts in simple terms
• Working knowledge of Microsoft Office tools
• Experience in RMIS, GRC, or healthcare industries (preferred)
• Salesforce experience, Trailhead training, or certifications (preferred)

QUALIFICATIONS

• Bachelor’s degree in a software or technical field (preferred)
• Training in Computer Science, Engineering, MIS, or IT is an advantage

WHAT SUCCESS LOOKS LIKE

• High levels of client satisfaction and resolution rates
• Timely and accurate ticket management and follow-up
• Effective escalation and collaboration with internal teams

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common

values

• Curious and Clever – Smart questions spark smart solutions
• Entrepreneurial Energy – Think like an owner. Solve like a founder
• Fast with Intent – We move fast and deliver real results
• Laugh and Learn – We don’t take ourselves too seriously, just our results

• What are you waiting for?
• Join the A-Team and experience the A-Life!

• Internal Job Description

• 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.

Essential Duties

• 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.

Preferred Qualifications

• 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.

Education

• Bachelor’s degree in a software or technical field of study is strongly preferred.
• Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, o

Join the A-Team and experience the A-Life!