Customer / Product Support Analyst - hybrid remote

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