The Customer Support Analyst is a customer focused, self-directed member of our application support team. You will identify, analyze and offer solutions to customer questions and problems via phone and email. The job calls for a resourceful individual who can learn new skills on the fly with the drive to provide superior customer service in support of our applications. You will be working with a team of professionals who are self-motivated, dependable, friendly and results-oriented individuals who like to help others solve their problems.

Key Responsibilities:

• Respond to customer phone and email support requests in a timely, efficient and professional manner
• Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects
• Train new customers using online meeting tools and in-person meetings
• Become an expert on the features and business applications of our products and services

Requirements:

• Excellent listening skills
• Professional and effective communications skills – both verbally and in writing
• Ability to effectively interact and maintain professionalism with customers at all levels via phone, email, and in person
• Strong technical aptitude
• Demonstrated problem solving capabilities
• Self-starting with the ability to prioritize and work independently
• Sense of humor, curiosity and positive attitude
• Reliable and responsible work ethic
• Functional knowledge of Google Workspace (Docs, Sheets, Drive, etc.)
• Functional knowledge of SQL queries preferred
• Metals Distribution Industry knowledge and experience preferred
• ERP Software knowledge and experience preferred
• Understanding of the fundamentals of accounting preferred
• Bachelor’s degree preferred

Benefits:

• Work from home
• 5 days a week work shift