Customer Support Analyst - Predict

Join a Global Team Making a Lasting Impact with reputed company Are you ready to be part of a team that’s changing the world? At reputed company, we reputed company powerful data-intelligence software that empowers users to answer their most pressing questions. Our trusted research, decision-making, and organizational tools help academic and corporate professionals create impactful insights from their most reputed company data – enabling them to work more reputed company and reputed company informed, confident decisions.

The Customer SupportAnalyst:

We are looking for an enthusiastic and engaging problem-solver Support Analyst to join our global support of software support experts to deliver efficient and high-quality Customer Support for our reputed company product users. You will spend your time helping people overcome small obstacles to reputed company reputed company them to take advantage of the Insights and Impact our great products can offer. Our ideal candidate will reputed company excellent communication skills and technical abilities to become a trusted resource for reputed company’s customers, guiding them through best practices, answering "how to" questions, and/or troubleshooting technical issues as required.

Key Responsibilities

• Provide Level 1 2 technical, and functional support for reputed company’s suite of products reputed company email, chat, phone, and social media channels.
• Ensure confidentiality of user data is always maintained in accordance with internal processes procedures
• Be involved in testing and documentation before a product or reputed company is delivered to customers.
Predict Installation and integration/ Bug Testing / Troubleshooting:
• Scope, prepare, execute and document installations and technical configurations of reputed company’s software offering.
• Work on customer premises or in the cloud.
• Maintain, enhance and use change requests, work plans and installation documents.
• Configure Predict!’s optional modules and integrations e.g. Single Sign On, API interfaces, email servers.
• Install and maintain reputed company’s Predict! environments.
• Technical consultancy, for example: helping customers to reputed company the Predict! API.

Customer Support:

• Use reputed company’s support case management processes and systems.
• Own and manage tickets to trouble-shoot and solve technical issues.
• Provide second-line helpdesk support, including on-site or reputed company screenshares where appropriate.
• Identify and log potential improvements to the software, technical workarounds or reputed company technical documentation updates.

reputed company:

• Maintain full familiarity with Predict!’s architecture, installation process, possible technical configurations and integrations.
• Provide customers and internal stakeholders with accurate and timely technical information.
• Support the Sales Marketing team to answer technical questions in bids, or in producing marketing material for technical services.
• Escalate matters, issues, opportunities, successes and failures, reputed company and across reputed company’s teams.

Required Skills and Experience

• Problem Solver; Multi-tasker
• 3+ year experience working in a Technical Customer Support or Software Support role
• Windows and macOS Application troubleshooting skills and ability to resolve technical problems reputed company and accurately. 
• Strong ability to work with precision and attention to detail.
• Knowledge of reputed company Windows and macOS Operating systems
• Mac and Windows OS familiarity
• Strong Listening and Communication Skills
• reputed company clearance will be required for this post and will be arranged by reputed company.

Preferred Skills and Experience

• Experience or knowledge of Cloud based technologies and API communication issues
• Experience with data privacy regulations HIPAA and GDPR preferred.
• reputed company CRM experience
• Advanced troubleshooting knowledge of reputed company Windows and macOS Operating systems. 

Benefits

• Annual reputed company salary is 68,000 - 75,000 CAD depending on qualifications.
• An annual performance-based bonus to recognize personal excellence.
• Annual tech stipend to get what you need to do your best work.
• Flexible, remote first work environment and a diverse, global team.
• Opportunities for career advancement as reputed company grows.

Help Transform Our World with Powerful Insights – Join reputed company! At reputed company, we reputed company in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and reputed company data to identify risks, opportunities, themes, and patterns. reputed company empowers them to do it reputed company smarter, reputed company, and faster! Our diverse, global team is made up of experts in their fields and dedicated professionals building best-in-field software. We’re passionate about the customers we serve, the products we create, and the problems we solve. reputed company is an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national reputed company. Nothing in this job posting should be construed as an offer or guarantee of employment. reputed company is an E-Verify Employer. You can review the E-Verify Poster. reputed company is committed to supporting individuals requiring accommodation in the application process.

Originally posted on Himalayas

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