Customer Support Analyst (Remote)

Applica Corp. is looking for an experienced Customer Support Analyst .

Requirements:

• English demonstrated competency
• Experience in a technology/financial services environment.
• Client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense.
• Ability to communicate effectively orally and in writing with clients, technical teams, and co-workers, work to schedules, and adapt easily to changing priorities and business needs.
• Ability to thrive in a fast-paced, results-oriented environment.
• Comfortable working independently, reading and understanding user and technical guides.
• Well-developed analytical, problem-solving, organizational, and time management skills.
• Experience with incident tracking software such as JIRA Service Desk or similar tools.
• Basic knowledge of using Google apps and tools (e.g. Gmail, Calendar, Sheets, Slides).
• Knowledge of JIRA is preferred.
• SQL knowledge will be helpful and may take pressure off the back-end team if more investigation can be done on the front end
• (Only Colombia)

Responsibilities:

• Client Communication – Articulate and provide Customer communications
• Manage and triage assigned tickets
• Manage Escalations – Manage customer escalations through communication and create an action plan agreeable to both parties
• Track, Report, and obtain Service Level Objective (SLO) metrics and goals.
• Manage and set priorities for technical resources.
• Ability to gather information, diagnose and analyze various technical and non-technical issues, and provide information and/or solutions as required in a clear and timely manner.
• Assist customers as needed through the phone or web meeting/collaboration tools.
• Maintain a detailed understanding of products and services, assist customers with questions, and provide the next steps.
• Collaborate with internal teams to determine the next steps toward issue resolution (reporting system defects and deficiencies).
• Document incidents/problems and contribute to troubleshooting guides or knowledge base articles.
• Some on-call support work is required (at least twice a year on major releases) and depends on extended support request arrangements.
• As the owner of the support relationship with clients, you will hold regular client meetings understanding and prioritizing support issues.

🌎 At Applica Corp., you can work with a group of dedicated professionals for a company committed to helping you develop your potential and supporting you on your path to professional growth. Working with us, you will have access to benefits such as technical certifications, English lessons, and a technical hub ready to assist you with any challenges you may encounter during your workday.

Join us and start working on cutting-edge projects for world-class clients, enjoy a flexible work environment, and benefit from ongoing training and development programs and unique benefits.

At Applica Corp., we believe in equal opportunities, which is why we do not discriminate on the basis of gender, age, religion, gender identity, sexual orientation, ethnic or national origin, disability, or physical characteristics.