Manage a daily workflow of managing live chats, new and open tickets
Running screenshares with users to determine next steps on resolutions
Respond to inbound live chats and emails within an acceptable timeframe
Manage a queue of tickets with competing priorities
Investigate and resolve inbound tickets through various means
Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible
Escalate tickets when appropriate
Balance the needs of the business and the customer to prioritise enquiries appropriately
Provide consistent and regular updates to users on any active issues they’re experiencing
Meet all SLAs and goal targets set out by your leader

Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.
Understanding Bookkeeping concepts (double entry accounting, billing, bank rec)
Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
An experienced people person. You are a pleasure to work with and have a can-do attitude.
Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
Technically minded
there isn’t a platform that you can’t jump in and understand within a short period of time.
Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.

Customer Support Analyst

Key skills