Support Analyst

We are looking for a self-motivated individual with strong customer service skills, excellent verbal and written communication skills, and desire to continually expand their knowledge.

Specific Job Duties:

• Triage incidents raised by users / super users and diagnose whether the system is / isn’t working as intended and identify which component(s) of the system needs to be remedied.
• If required, coordinate across multiple support teams for web site, system integrations, data quality, and management.
• Coaching customers through best practices.
• Maintain documentation of support tasks in internal knowledge-base.
• Provide training on tools and applications to employees when needed.
• Escalate and resolve issues with software vendors as needed.

Preferred Qualifications:

• Admin and end user experience with Salesforce or other CRMs.
• Excel proficiency.
• IT and/or SaaS helpdesk.
• WordPress or other web builder platforms.
• Strong attention to detail, creative thinking, problem solving and the willingness to go above and beyond to support organizational needs.

Adams offers an excellent benefits package including medical, vision, short-term disability, long-term disability, 401K with employer matching, paid leave days, sick leave days, and holidays.

Job Type: Full-time

Pay: $42,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Work Location: Hybrid remote in Quincy, IL 62305