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Customer Support Analyst

Large financial services Irvine, CA
  • Expired: over a month ago. Applications are no longer accepted.

What we’re looking for:
Client is looking for a skilled Customer Support Analyst to support customers on our web-based surgery collaboration platform. Must be a technically minded individual with strong troubleshooting skills to support our diverse clinical and operational user base. This position will be challenging and has great potential for personal and professional growth.
• Perform web-based and phone support for existing customers
• Assist customers with resolving product questions and usage issues
• Ability to empathize with customers, to show an honest care for the user’s concerns
• Manage all documentation and timely follow-up on all customer support requests
• Own and manage client support ticketing process and system
• Research and thoroughly document customer technical issues
• Work closely with Product, QA and Development teams as part of the product development process
• Create and update knowledge base articles as solutions or documentation gaps are found
• Prioritize time and escalate issues when appropriate

Requirements:
• Bachelor’s degree or a combination of education and related experience
• At least two (2) years of experience supporting Software as a Service (SaaS) systems
• Excellent analytical, problem solving and multi-tasking skills
• Proven ability to collaborate and build strong relationships with customers and internal resources
• Ability to generate a sense of urgency and rally appropriate teams
• Healthcare experience a plus

Work environment
• Aggressive, enthusiastic, creative, supportive
• Casual dress
• This position will be based in Irvine, CA

Large financial services

Address

Irvine, CA 92612
Irvine, CA
92612 USA