Customer Support Analyst - job 3 of 4

Job Summary

A company is looking for a Customer Care Group Support Analyst.

Key Responsibilities:

• Answer inbound technical questions and troubleshoot issues for customers
• Document calls, resolutions, and create knowledge base articles for future reference
• Ensure positive customer experience by de-escalating issues and providing timely resolutions

Required Qualifications, Training, and Education:

• 4 years of experience in a help desk/call center
• High school diploma or equivalent work experience required
• HDI certification and ITIL Foundations certification are a plus
• 1 year of experience with incident and problem tracking service management software
• Experience with SQL commands and troubleshooting network-related issues is preferred