Tier 1 Client Support Analyst

QuickArrow is the leader in SaaS (Software as a Service) Professional Services Automation (PSA) software that provides a single, comprehensive solution to billable services organizations.  The Client Support Analyst role provides support in the areas of project management, time and expense management, resource management and financial management.  A Client Support Analyst will provide quality professional software support that results in a high degree of client satisfaction.  This includes using a broad functional and technical experience base to directly assess, document and resolve almost all client issues with an average to above average site load.  They must also possess a high degree of skill in managing the interaction of problem resolution resulting in satisfied clients. 

 

Position will be Monday-Friday 9am-6pm

 

 

Specific Responsibilities:

 Receive incoming customer requests either by e-mail, phone, or WebMaintain accurate call logging and tracking into Support Helpdesk database Display excellent communication skills and work effectively with customers from various cultural backgrounds who have varied levels of technical knowledgeProvide 1st level Support on basic operational usage of the QuickArrow applicationAdvise/educate customers within procedural guidelines to ensure a complete solution to their support questionsEscalate problems when unable to determine a solution to the clients question/problemDocument problem resolutions as part of building a self-help/FAQ system to be utilized by all QuickArrow clientsRotating pager duty (weekends only)Perform other duties as assigned by Manager

Required Skills and Knowledge:

 Minimum 1 year customer service/support experienceExcellent telephone soft skills Highly detail-orientedStrong organizational skillsAbility to multi-task in a fast paced environmentExcellent interpersonal skillsAbility to handle stressful situations Excellent computer/internet skills with proficiency in Microsoft Office including Word and ExcelProven propensity to learn new technologies

 Beneficial Skills: 

 Bachelor’s Degree preferredExperience in servicing International English speaking customers will be an advantageFinance background helpfulBasic SQL and HTML skillsExperience in knowledge management systems and CRM tools (e.g. Salesforce)