Careers
Customer Support Analyst, Customer Support, San Mateo
The Customer Support team supports our customers worldwide and is responsible for assisting customers with technical support requests, entering customer issues and system configuration into the Salesforce case management system, and ensuring cases are logged, prioritized, and resolved in a timely manner. The support analyst will operate under moderate supervision and will provide technical advice/support to customers and other departments within the company. As a member of our customer support team, you must be self motivated, possess good analytical skills, be a genuine people person who is team oriented and projects a confident, professional demeanor.
The support analyst serves as the primary contact for the customer until the case is closed and is responsible obtaining additional internal resources if needed as well as providing prompt updates to customers. In order to be a success, the support analyst must be able to multi-task in a fast pace environment and be willing to take responsibility and ownership of their customer reported issues while being self motivated team player.
Work Schedule
Since this is a call center environment the support analyst must be onsite, logged in and ready to take customer calls at 8:00 AM Pacific Time. The support analyst is also responsible for providing emergency after-hours support as part of an on-call rotation.
Job Responsibilities
Customer Support (50%)
- Provide exceptional interactive support by telephone and email to customers with technical support request. This includes follow-ups to open and/or new cases.
- Field incoming technical issues from customers
- Maintain a personal queue of ongoing customer issues until resolution
- Input pertinent customer reported issues in detail (system configuration, summary of issue, etc.) in Salesforce case tracking system
- Interface with R&D resources to bring escalated issues to resolution
- Create solutions from resolved issues for future use by customers and internal personnel
- Act as a customer advocate
Technical Support (30%)
- Evaluate and troubleshoot customer issues while tracking details in Salesforce.
- Identify, replicate, and document customer reported product defects and enhancement requests.
- Interact with internal department and external department resources for problem determination, resolution, and escalation.
- Develop and test workarounds when and if applicable.
- Installation/de-installation of required software; provide specifications for the configuration of systems, applications, and other technical details when necessary.
Internal Support (20%)
- Perform special projects for department manager when necessary.
- Escalate customer issues as necessary
Job Requirements
- Excellent oral and written communication skills. Must have excellent phone and e-mail etiquette.
- Ability to act in a responsive and sensitive manner to all customer inquiries.
- Excellent troubleshooting, debugging, documentation, and communication skills.
- General knowledge of software design and implementation
- Experience working in a Call Center or Help Desk environment.
- Able to be flexible with work schedule. Willing to work weekends and change shifts when necessary.
- Proficient working on desktop computers in a windows environment; a working knowledge with Microsoft standard applications such as Outlook, Word, Excel, etc. The ability to be effective using internet and intranet for work related research and to keep up with industry trends and standards.
Preferred Skills
- Four-year degree in Computer Science or related field or equivalent work experience
- Bi Lingual English/Spanish Preferred
How to Apply
To apply, please send your resume, as an attachment, to careers@tradebeam.com with subject as “Customer Support Analyst.” Principals only—we do not accept unsolicited resumes from employment agencies. No calls please.
