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Become A Client Support Analyst

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Working As A Client Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Client Support Analyst Do At Schneider Electric

* Responsible for producing and generating client reports
* Support client team in presentations and meetings
* Provide client training on Schneider Electric’s client website, Resource Advisor
* Facilitate rollout between client and Utility Bill Management (UBM) Implementation Team
* Function as the primary client contact after UBM implementation is complete
* Facilitate new client rollout with internal & external teams
* Establish relationships with clients at the plant and corporate level, as appropriate and needed
* Review and prepare the recommendations and provide to the Client Manager for issuance to client
* Review, prepare, and deliver client’s rate change notifications
* Initiate, review, report, and deliver budgets and responsible for follow up questions and reports.
* Field customer inquiries and complete ad-hoc client requests
* Interact with internal teams and team members to serve the client’s needs
* Understand and adhere to the processes and controls of Schneider Electric
* Elevate and communicate potential breakdown of systems, policies, and procedures
* Contribute to process enhancement and new process development

What Does A Client Support Analyst Do At Concur

* Client Support Analyst II (Systems Admin) are CRITICAL to this role:
* Receive client inquiries via all access channels (Salesforce, Email, Phone, In
* Person) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
* Develop a trusted relationship while understanding and responding to customer needs.
* When appropriate provide consultative guidance to customers towards the resolution to their service issue.
* Engage cross-functional resources both internally and with customer organizations to solve problems.
* Effectively manage time, workload and shifting priorities.
* Providing high quality of work and identify opportunities for continual improvement.
* Communicate effectively with customers both verbally and in writing.
* Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
* Understand and explain features and benefits of the product line as it relates to customer needs.
* Meet or exceed customer expectations by anticipating and resolving their issues.
* Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status
* Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
* Document interactions and issues in Salesforce.
* Be aware of, and comply with, all corporate policies.
* Be able to work in a team environment with flexible schedule.
* Be able to work a minimum 8 hours based on business need.
* MUST be a team player, including work any shift during business hours.
* Position Requirements
* Position Requirements

What Does A Client Support Analyst Do At Sap

* Receive client inquiries via all access channels (Clarity, Email, Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
* Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support.
* When appropriate provide consultative guidance to customers towards the resolution to their service issue.
* Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
* Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve.
* Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
* Routine maintenance, troubleshooting, and development.
* Proper escalation and routing of customer issues and requests.
* Communicating issues with IT and PD to resolve urgent or escalated issues when needed.
* Evaluating incoming and existing tasks and routing them to the appropriate team.
* Utilize various methods of retrieving logs and locating logs manually if needed.
* Effectively manage expectations that are set with customers.
* Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.
* Escalate unresolved client issues as necessary to ensure timely resolution.
* Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.
* Interface with other Concur departments as necessary to resolve customer issues.
* Maintain working knowledge of TMC products including new releases and new products.
* Be aware of and comply with all corporate policies.
* Be able to be on-call during some holidays and some weekends for emergency issues.
* Typical Tasks:
* Troubleshoot routines for errors and provide solutions or enhancements.
* Create and review database queries.
* Assist clients with account related issues.
* Communicate effectively with internal and external clients using various means of communication.
* Create or enhance written policies.
* Read and interpret log files and stack traces
* Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.
* Provide training and mentoring coworkers and clients.
* Qualifications

What Does A Client Support Analyst Do At Citi

* Accountable for ensuring overall client satisfaction while at the same time meeting the firm's global audit, compliance, risk and control requirements.
* Overall this includes:
* Owning onboarding a new opportunity end to end including relationship management, request management and delegation to downstream partners.
* Working with other internal COB teams to effectively manage an onboarding request.
* Moving the onboarding request through the process as quickly and effectively as possible (KYC/Legal/Credit).
* Communicating the status to internal stakeholders including Sales and external clients.
* Specific responsibilities include:
* Registering the request in the pipeline and then providing relevant status updates to end users (i.e. Credit Officers, Legal heads, Desk Heads and general managers).
* Working with other teams to provide status updates directly in portal where possible.
* Identifying opportunities to improve the process through partnership with other teams
* Effectively following up with clients in a timely, professional manner.
* Manage relationship of Platinum clients throughout the onboarding process.
* Following up with internal and external parties when activities go beyond their expected duration.
* Management of client connectivity, account set-up and configuration processes.
* Providing feedback to continually improve the process.
* Take responsibility for your own pipeline whilst at the same time assisting/coaching new members of the team
* Manage your own pipelines and be aware of when to escalate issues to lead analysts and regional heads
* Managing selected Platinum Clients relationships and providing back-up for others
* Assist with balancing team work load
* Identify issues with the process, create and drive a solution, once having gained approval from Team lead and regional/global manager
* Develop and maintain MIS on end to end process for tracking turnaround times of deliverables from team and other processing areas
* Continually look for ways to realize economies of scale with global counterparts and clients.
* Pro-actively build and measure client satisfaction through client visits and benchmarks

What Does A Client Support Analyst Do At T. Rowe Price

* Implements, manages and maintains processes and procedures.
* The incumbent is responsible for analyzing risk associated with current reporting and implements new processes, policies, procedures and documentation for improved reporting and quality.
* Manages entire business process and ensures all associates understand and follow new policies and procedures while ensuring consistency across global teams.
* The incumbent reviews processes and works to close existing gaps within the current processes to improve accuracy, relevancy, and efficiency of the client reporting and service processes to minimize risk.
* Analyzes requests and inventory to determine the overall business and technology impact taking steps to mitigate risk; establishes new workflows and ownership, documents processes and implement workflow.
* Elevates new and modified requests to Manager for cost assessment and business planning.
* Project Management:
* The incumbent regularly leads cross-functional projects by defining objectives, aligning resources, and developing communication and project plans.
* Additionally, the incumbent routinely participates as a subject matter expert in special taskforces and cross-functional projects designed to improve the overall reporting process.
* The incumbent proposes and Implements practical and efficient solutions, manages the expectations of key stakeholders involved through effective communications, implements solutions, and monitors for success.
* The incumbent collaborates with ESS, GBS&T, etc. to ensure improvements to systems are progressing to meet expectations.
* Utilizes project management experience to facilitate the development of policies, procedures, and training material.
* Relationship Management:
* The incumbent responds to internal and external client queries and negotiates changes to existing reporting requirements.
* The incumbent may be called upon to meet with Senior Sales and Client Service Personnel.
* Acts as a resource by applying a full understanding of industry, product line, client strategy, branding and compliance knowledge while being an advocate for the client and the firm.
* People Management:
* The incumbent provides direction to Specialists and Senior Specialists, which includes coaching and setting priorities as business unit needs and data availability shifts and provides learning and growth opportunities.
* May recommend potential realignment of staff and functions within the department as a result of project and process reviews.
* Provides feedback to Supervisors on associates and may assist in providing feedback on performance evaluations.
* Attends and contributes to Lead Team meetings

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How To Become A Client Support Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Client Support Analyst jobs

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Client Support Analyst Career Paths

Client Support Analyst
Quality Assurance Analyst Senior Business Analyst Senior Manager
Chief Information Officer
11 Yearsyrs
Senior Systems Analyst Senior Systems Engineer Senior System Administrator
Data Center Manager
9 Yearsyrs
Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Technical Support Engineer Systems Engineer Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Technical Support Engineer Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Project Coordinator Information Technology Project Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Client Support Specialist Help Desk Analyst Network Administrator
Information Systems Manager
6 Yearsyrs
Desktop Support Technician Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Operations Manager Senior Consultant Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Senior Systems Analyst Senior Consultant Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Project Manager Consultant Senior Consultant
Product Manager
7 Yearsyrs
Business Analyst Project Manager
Program Manager
8 Yearsyrs
Quality Assurance Analyst Business Analyst Product Manager
Sales Manager
5 Yearsyrs
Project Manager Program Manager Business Development Manager
Senior Account Manager
7 Yearsyrs
Client Support Specialist Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Operations Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Project Coordinator Business Analyst Information Technology Manager
Technical Services Manager
8 Yearsyrs
Desktop Support Technician Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Client Support Analyst Demographics

Gender

  • Male

    60.8%
  • Female

    36.9%
  • Unknown

    2.3%

Ethnicity

  • White

    77.5%
  • Hispanic or Latino

    10.0%
  • Asian

    9.2%
  • Unknown

    2.5%
  • Black or African American

    0.8%
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Languages Spoken

  • Spanish

    43.5%
  • Vietnamese

    13.0%
  • French

    8.7%
  • Italian

    8.7%
  • Portuguese

    4.3%
  • Chinese

    4.3%
  • German

    4.3%
  • Cantonese

    4.3%
  • Russian

    4.3%
  • Korean

    4.3%
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Client Support Analyst

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Client Support Analyst Education

Client Support Analyst

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Real Client Support Analyst Salaries

Job Title Company Location Start Date Salary
SR. Client Support Analyst Integral Development Corporation Mountain View, CA Sep 20, 2010 $100,000
Analyst Institutional Client Development Nomura Securities International, Inc. New York, NY Nov 16, 2011 $84,700
Analyst, Client Support Openlink Financial LLC Uniondale, NY Jun 20, 2016 $74,000
Client Support Analyst Sungard Investment Systems LLC Miami, FL Sep 22, 2010 $72,500
Client Support Analyst-Technical Support Nextgen Healthcare Information Systems, Inc. Horsham, PA Jun 20, 2011 $70,000
Analyst, Client Support Convergys Information Management Group Inc. Atlanta, GA Apr 02, 2012 $69,472
Client Support Analyst-Interface Nextgen Healthcare Information Systems Inc. Atlanta, GA Oct 01, 2014 $69,470
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Jan 17, 2014 $69,470
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Oct 06, 2012 $68,250
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Apr 01, 2011 $68,250
Client Support Analyst Openlink Financial LLC Uniondale, NY Sep 01, 2015 $65,000
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Horsham, PA Jun 18, 2012 $65,000
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Horsham, PA Jun 26, 2012 $65,000
Client Support Analyst-Interface Nextgen Healthcare Information Systems, Inc. Atlanta, GA Jul 25, 2012 $65,000
Intl. Market and Client Support Analyst (MKT RES. Rubicon West, Inc. Portland, OR Oct 01, 2012 $65,000
Client Support Analyst Open Link Financial Inc. Uniondale, NY May 01, 2011 $65,000
Client Support Analyst Open Link Financial Inc. Houston, TX Nov 24, 2009 $63,800
Client Support Analyst Openlink Financial LLC Uniondale, NY Sep 03, 2013 $62,500
Int'l. Market & Client Support Analyst (Market Research) Rubicon West, Inc. Portland, OR Sep 10, 2015 $60,000
Client Support Analyst Openlink Financial LLC Uniondale, NY Sep 02, 2013 $60,000
Client Support Analyst Openlink Financial LLC Uniondale, NY Oct 01, 2012 $60,000
Client Support Analyst Opower, Inc. Arlington, VA Nov 01, 2016 $56,000

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Top Skills for A Client Support Analyst

DesktopSupportClientSupportDatabaseTroubleshootActiveDirectoryTechnicalSupportSQLServerPhoneCallsWebCustomerServiceLaptopsClientIssuesSetupCitrixVPNWindowsXPHelpdeskWindowsNTInternetSoftwareIssues

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Top Client Support Analyst Skills

  1. Desktop Support
  2. Client Support
  3. Database
You can check out examples of real life uses of top skills on resumes here:
  • Assist Students, Faculty, and staff with desktop support and system issues.
  • Provide client support for leading provider of integrated travel and expense management solutions.
  • Maintained inventory database for all hardware and software and created management reports.
  • Assist with racking and decommissioning servers, alert monitoring, Group Policy recommendations, and DFS troubleshooting.
  • Managed accounts secure file transfer protocol, Blackberry administration, Active Directory, application deployment, and virtual private networks.

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