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Form of workJob Description
Hybrid/remote (3 days on site) position in Columbia, SC.
AAC is seeking a Customer Support Analystfor our client working on-site in Columbia, SC.
Description:
Provides quality support with a high degree of customer satisfaction on technical and complex operational systems requests/questions in a professional and timely manner. Performs advanced customer service activities, leverages advanced processes or tools to support internal and external customers, and logs, documents, and researches all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures. Follows HIPAA guidelines as applicable.
Duties and Responsibilities:
- Receives, investigates, and responds to customer inquiries regarding complex products, services, and issues via all channels through which customers are served
- Will train on new business applications and be prepared to support upcoming system implementations
- Maintains high levels of customer satisfaction, demonstrates commitment to quality related to operational and technical support of complex products and/or processes
- Learns existing business applications, how they interact with other applications, and provides timely support to end users
- Resolves customer/Association partner inquiries and issues
- Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately and reach productive decisions
- Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
- Demonstrates support of teammates, second level staff, senior management, processes, and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments
- Ensures the customer’s issue is fully resolved for all requests
- Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
- Ability to manage concurrent objectives making effective judgments as to prioritizing, as well as, being accountable for self-development to include maintaining knowledge for supported systems
Requirements:
- Education and/or experience equivalent to an Associate Degree in Business or technical discipline
- Experience in customer support/call center environment preferably dealing with PC hardware and software, mainframe, and client server computer systems
- Certified Help Desk Professional preferred
- HIPPA Certification via the Career Café annually
- Ability to interact effectively with customers, users, technical experts, and all levels of management
- Strong customer service orientation and desire to embrace technology as a means of improving service
- Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment
Advanced Automation Consulting, Inc., headquartered in Columbia, SC, is an IT Consulting Services firm focused on the long-term success of our clients and consultants. At AAC, we never lose our intense, passionate focus on the needs of our clients. We attract and retain the best and brightest consultants and provide them with support, training, and the project discipline to ensure the success of our clients and AAC.
We operate at the highest level of integrity at all times, strive to be the *Best of the Best* in all that we do, and we are the Best Value service provider to our clients.
We operate at the highest level of integrity at all times, strive to be the *Best of the Best* in all that we do, and we are the Best Value service provider to our clients.
