Customer Success, Customer Support Analyst

Customer Success, Customer Support Analyst
Audubon, PA (Hybrid)
My client, Infinite Blue, is the leading platform for resilience, business continuity and disaster recovery planning and response. We are in search of a Customer Support Analyst to join our expanding team to provide spectacular support and issue resolution to our amazing customers.
In this role, you will serve on the front line of intake, analysis, and triage of customer issues and provide resolution, coordination, escalation and follow up to ensure customer needs are handled fast the first time with a high degree of quality.
SKILLS & QUALIFICATIONS:

• At least 3 years technical support experience
• Strong listening skills and ability to translate customer thoughts into company action
• Strong verbal and written communication skills
• Excellent telephone / virtual communication etiquette
• Demonstrated complex problems solving skills
• Good interpersonal and customer service skills
• Proven ability to prioritize workload and manage multiple activities at one time.
• Experience in utilizing help desk tracking/ticketing tools (e.g., JIRA Service Desk)
• Must be dependable with a high sense of urgency
• Proficiency in English language
• Undergraduate degree in Information Technology, Computer Science or equivalent experience
• Experience managing a help desk tracking/ticketing tool (e.g., JIRA Service Desk)
• Knowledge of relational databases, Internet technologies and technical infrastructures
• Working knowledge or certification in KCS (Knowledge Centered Support)
• Multi-lingual

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
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