Customer Support Analyst

KG Workforce Solutions is recruiting a Customer Support Analyst to provide quality support and customer service on technical and operational requests. The Customer Support Analyst will log and document customer requests using the call tracking system.

Primary 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, and demonstrates commitment to quality, related to operational and technical support of complex products and/or processes. Knowledge of major products and services and can apply this knowledge appropriately.
• Learns existing business applications and how they interact with other applications and provides timely support to end users. Resolves customer 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.
• Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• 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 key employee under the organization's emergency plan(s).
• 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:

• Associate Degree in Business or technical discipline, or equivalent job-related work experience
• Ability to provide on-call support on a quarterly rotation.
• Experience in customer support/call center environment, including dealing with PC hardware and software, mainframe, and client-server computer systems.
• Certified Help Desk Professional preferred.
• Previous experience with HIPAA requirements is preferred.
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management.
• Strong customer service orientation with a 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.
• Ability to learn and understand a high volume of products, processes, and interdependencies.
• Financial services or banking experience preferred.
• Ability to work onsite in Columbia, SC.
• Authorization to work for any employer in the U.S. without current or future sponsorship.

This position is a full-time, long-term contract (W2) with the opportunity for renewals depending on business needs and performance. Onsite work is required.

Paid holidays after six months of employment.

Annual bonus eligible.