Customer Support Analyst

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.
Knowledge of major products and services and has the ability to apply this knowledge appropriately.
Learns existing business applications, how they interact with other applications and provides timely support to end users.
Resolves customer/ Association partner inquiries and issues.
Recommends appropriate solutions. Resolves complex or reoccurring issues.
Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
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. Serves as a Core Support Services employee under the Short Term Emergency Plan (STEP) and is available to provide support when needed.
Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as, being accountable for personal self-development to include maintaining knowledge for supported systems
Requirements:
Education and/or experience equivalent to an Associate Degree in Business or technical discipline, as well as, related experience or product knowledge to accomplish primary duties.
Experience in Customer Support/call center environment preferably dealing with PC and application software, mainframe and client server computer systems
Certified Help Desk Professional preferred.
HIPAA certified preferred.
Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
Strong customer service orientation; 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