Act as the first line of support for the majority of our client inquiries via phone or email
Diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services
Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels
Log and track all customer interactions in the ticketing and/or CRM system ensuring accurate documentation of issues and resolutions occurs
Collaborate with internal stakeholders to resolve solutions timely

High school diploma or equivalent (required)
Associate degree or certification in IT or a related field (preferred)
2+ years of experience in a customer support or IT helpdesk environment
Experience working with a ticketing or helpdesk system
Excellent verbal and written communication skills with a customer-focused attitude
Basic understanding of software, hardware, and network troubleshooting
Strong organizational skills to accurately document interactions and resolutions
Ability to remain patient, calm, and polite when dealing with frustrated or upset clients
Able to manage multiple client inquiries simultaneously

Client Support Analyst

Key skills