Client Support Analyst providing operational support for advertisers on Meta platform. Handling technical inquiries, managing support tickets, and collaborating with departments.
About the role
- Technical Support Analyst delivering exceptional customer support at Trimble. Engage with clients, resolve technical issues, and maintain high customer satisfaction.
Responsibilities
- Be a driving force behind exceptional customer support
- Ensure daily high levels of customer satisfaction
- Resolve client incidents utilizing strong communication skills via phone and email
- Actively pursue solutions to complex problems
- Contribute to collective success as a collaborative team player
- Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)
- Perform upfront/preliminary incident analysis to understand the impact, severity and risk of the problem
- Work cross organizationally to ensure problems are solved promptly and effectively
- Communicate highly technical information to both technical and nontechnical personnel
- Minimize issue resolutions timeframes through case aging metrics
- Provide effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)
Requirements
- Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering
- Ability to verbalize or express complex technical concepts effectively in writing
- Overall excellent communication and customer interface skills
- Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications
- Knowledge of basic problem resolution and escalation practices
- Ability to provide appropriate level of support and guidance with e-Builder applications and procedures
- Excellent Windows, network, and web browser troubleshooting skills.
- Experience using and troubleshooting SQL, XML, HTML, Scripting
- Demonstrated success performing root cause analysis
- Excellent communication skills via phone, verbal, and written
- Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
- Experience working with a CRM casing software – preferably Salesforce
- Experience writing bugs and using Jira/Confluence
- Understanding of programming and reporting tools functionality and capabilities
- Experience developing reports to analyze data trends and proposing meaningful conclusions
- Experience with troubleshooting and reviewing software logs
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health
- Dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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