Hybrid/remote (3 days on site) position in Columbia, SC.
AAC is seeking a Customer Support Analyst for our client working on-site in Columbia, SC.
Description:
Provides quality support with a high degree of customer satisfaction on technical and complex operational systems requests/questions in a professional and timely manner. Performs advanced customer service activities, leverages advanced processes or tools to support internal and external customers, and logs, documents, and researches all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures. Follows HIPAA guidelines as applicable.
Duties and Responsibilities:
- Receives, investigates, and responds to customer inquiries regarding complex products, services, and issues via all channels through which customers are served
- Will train on new business applications and be prepared to support upcoming system implementations
- Maintains high levels of customer satisfaction, demonstrates commitment to quality related to operational and technical support of complex products and/or processes
- Learns existing business applications, how they interact with other applications, and provides timely support to end users
- Resolves customer/Association partner inquiries and issues
- Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately and reach productive decisions
- Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
- Demonstrates support of teammates, second level staff, senior management, processes, and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments
- Ensures the customer’s issue is fully resolved for all requests
- Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
- Ability to manage concurrent objectives making effective judgments as to prioritizing, as well as, being accountable for self-development to include maintaining knowledge for supported systems
Requirements:
- Education and/or experience equivalent to an Associate Degree in Business or technical discipline
- Experience in customer support/call center environment preferably dealing with PC hardware and software, mainframe, and client server computer systems
- Certified Help Desk Professional preferred
- HIPPA Certification via the Career Café annually
- Ability to interact effectively with customers, users, technical experts, and all levels of management
- Strong customer service orientation and desire to embrace technology as a means of improving service
- Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment
Job Types: Full-time, Contract
Pay: $16.00 - $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Ability to Relocate:
- Columbia, SC: Relocate before starting work (Required)
Work Location: In person