Customer Service Agent

Customer Service Analyst

Hours: Monday – Friday, 7:00 AM – 6:30 PM CST
Department: Customer Support / Operations

Position Overview

The Customer Service Analyst is responsible for providing frontline support and resolving customer concerns and inquiries received through phone, email, chat, and other online platforms. This role serves as the first point of contact for users needing assistance with system access, application navigation, technical troubleshooting, and product feature support.

The ideal candidate is customer-focused, technically proficient, and able to communicate clearly while delivering a positive support experience.

Key Responsibilities

Customer Support & Issue Resolution

·        Respond promptly to customer inquiries through phone, email, chat, and online support platforms

·        Provide professional, courteous, and efficient customer service at all times

·        Assist users with account access issues and login troubleshooting

·        Guide customers through password resets, authentication issues, and account recovery processes

Application & System Support

·        Support customers with app navigation and updated system interfaces

·        Walk users through new menu layouts, feature locations, and functionality updates

·        Troubleshoot basic technical issues including:

o   Error messages

o   Application crashes

o   Slow loading performance

o   Connectivity concerns

·        Recommend solutions such as system restarts, reinstalls, or internet connectivity checks

·        Verify device compatibility with current system requirements

Escalation Management

·        Escalate unresolved or complex technical issues to Level 2 Support when necessary

·        Document detailed notes regarding customer interactions, troubleshooting steps, and resolutions attempted

·        Ensure timely follow-up and communication with customers on escalated cases

Customer Education & Feature Support

·        Educate users on new platform features and enhancements

·        Demonstrate upgraded tools such as:

o   Enhanced conversation/chat functions

o   AI-driven responses

o   Self-service support options

·        Promote use of FAQs, knowledge bases, and chatbot tools to improve customer self-service experience

Service Communication & Feedback

·        Communicate service interruptions or downtime updates clearly and professionally

·        Provide estimated timelines for restoration of services when available

·        Collect and document customer feedback regarding user experience, upgrades, and support interactions

·        Share recurring issues or user concerns with leadership to support continuous improvement efforts

Qualifications

·        High school diploma or equivalent required; associate or bachelor’s degree preferred

·        Previous customer service, technical support, or help desk experience preferred

·        Strong verbal and written communication skills

·        Ability to troubleshoot basic technical issues effectively

·        Comfortable working in multiple systems and support platforms simultaneously

·        Strong problem-solving skills and attention to detail

·        Ability to remain calm and professional in a fast-paced environment

·        Proficiency with Microsoft Office and customer support software preferred

Preferred Skills

·        Experience supporting mobile applications or software platforms

·        Knowledge of customer relationship management (CRM) systems

·        Familiarity with ticketing systems and escalation procedures

·        Strong multitasking and time management skills

·        Ability to adapt quickly to system changes and new technologies

Core Competencies

·        Customer Focus

·        Communication

·        Technical Aptitude

·        Problem Solving

·        Team Collaboration

·        Adaptability

·        Attention to Detail

Founded in 2017, Provalus is a 100% US-based outsourcing organization dedicated to creating technology opportunities in areas where few traditionally exist. By leveraging a unique approach that includes creating talent in rural, veteran-heavy American communities, Provalus is generating a dedicated and superior workforce while fueling a new era of technology talent equipped to strengthen America’s future. Provalus hires and develops the best and brightest talent in every small town they call home to deliver dependable, scalable, quality BPO and IT services to their technology clients and end-users alike. Join the mission to provide outsourcing value from the US.