PURPOSE OF POSITION :
Individuals in the Customer Support Analyst II role are responsible for providing Level 2 support to SIMMA (internal system) Customer Relations Management (CRM) users and liaising with local and / or regional IT for supporting their ongoing technology needs.
Customer Support Analysts respond to requests for SIMMA CRM IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.
They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve the SIMMA CRM support processes and practices.
Individuals in this role require an understanding of the SIMMA CRM platform and its components. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems.
These individuals ensure that client needs are addressed and resolved in accordance with service level agreements
To diagnose and resolve SIMMA CRM incidents, including its components and interfaces.
To assist SIMMA CRM users with any logged IT related incident when called upon.
escalating incidents to other support teams where necessary.
To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner; and
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
Service Desk :
Responds to Level 2 support and works with vendors on Level 3 support.
Generates activity and status reports.
Provides the user access service.
Researches trouble issues which affect multiple clients.
Reviews checklists and scripts.
Works with vendor technical support personnel on solutions for clients.
Client Technology Support :
Participates in deployment of new or upgrade projects, assisting users, co-workers and vendor partners.
Updates configuration management tools.
Develops and documents procedures for performing configuration changes, updates and upgrades.
Technical Support :
Creates temporary solutions until permanent solutions can be implemented.
Assists systems, programming and vendor professionals as needed to resolve problems.
Coordinates the resolution of escalated incidents.
Adheres to the integrity of controls, regulations and guidelines.
Service Level Management :
Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Monitors service-level objectives to ensure that requirements are met or exceeded.
Makes recommendations to approve performance and client satisfaction metrics.
Follows up in a timely manner to ensure customer satisfaction.
Service Improvements :
Tracks performance metrics.
Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
Develops procedures and controls for service improvements.
Recommends solutions to common problems and updates frequently asked questions documentation.
Participates in integration and user acceptance testing.
Trains users and co-workers on new or existing functionality or services.
Identifies customer training needs based on common problems.
Creates, modifies and reviews documentation of issues resolutions.
Develops and delivers documentation to ensure appropriate end-user support.
Creates and submits documented resolution to Knowledge Base.
Updates manuals / guides to incorporate new recommended products.
Communications / Consulting :
Alerts team members about recurring problems.
Communicates technical information to both technical and non-technical personnel.
KNOWLEDGE, SKILLS AND ABILITIES :
Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
Typically requires 2-4 years of relevant technical and business work experience.
Willingness and ability to travel domestically and internationally, as necessary.
Solid customer experience background preferably in IT Help desk.
Effective in written and verbal communication in English.
Written and / or verbal communication in Spanish or Thai.
Problem Solving and Analytical skills.
Technical Writing and Knowledgebase creation.
Service Now Ticketing system.
Preferred Skills, Knowledge and Experience :
At least 2 - 4 years experience in an IT customer support or IT customer service role, preferably in IT Help Desk or IT Service Desk.
CRM support experience preferred.
Service Now experience preferreed.
ITIL v3 certification preferred.
Experience in Incident, Change and Problem management.
Experience creating user manuals, process documents and knowledgebase articles.
Work Environment / Travel :
The position requires ability and willingness to travel domestically and internationally up to 5% of the time.