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Become A Customer Support Analyst

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Working As A Customer Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $52,730

    Average Salary

What Does A Customer Support Analyst Do At Hire It People, LLC

* Providing End User support for billing functionality in the Health Management System (HMS) including EDI file tracking and collection agencies;
* Facilitating effective communication between internal subject matter experts, Finance and Accounting staff, application development staff, and external entities;
* Performing validation of documented business requirements against business processes;
* Consulting with IT staff, as necessary, to provide detailed information regarding software defects, functional requirements and design of application enhancements;
* Performing User Acceptance Testing including documentation of test plans;
* Preparing end user documentation for training and assistance including release documentation, process flows, and help screens

What Does A Customer Support Analyst Do At Sage

* Provides an extraordinary customer experience by handling inquiries through various communication channels (chat, social media, communities, phone, etc).
* Excellent interpersonal skills - demonstrates a positive, respectful and service-oriented approach to interactions with others and enjoys working as part of a team.
* Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.
* Contributes to and actively promotes self-service resources (knowledgebase, communities, etc) to our customers.
* Identifies additional opportunities for Sage solutions to benefit the customer's business needs.
* Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format.
* Works collaboratively and effectively within a team of peers and maintains a positive, constructive attitude in the workplace.
* Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures

What Does A Customer Support Analyst Do At Apache

* Candidate will be responsible for providing courteous and efficient technical support to customers using the application Service
* Now to manage end-user support requests.
* Work and collaborate regional IT team and our corporate IT support teams.
* Perform technical troubleshooting for software and hardware issues in a Windows 7 and Windows 10 environment, including Office 2016, Microsoft Skype for Business, Citrix and industry related software.
* Perform configuration, deployment and troubleshooting of hardware:
* Laptops, desktops, workstations, VOIP phones
* Copiers, printers, plotters
* Mobile devices
* Provide assistance in troubleshooting network/communications issues
* LAN, WAN, Wireless, Radio communications
* Provide assistance and support for audio and video conferences
* Develop and document IT procedures
* Travel to field offices for support and training as necessary
* Work as part of an on-call rotatio

What Does A Customer Support Analyst Do At Kelly Services

* Identifying and Organize the number of suppliers that need to be contacted.
* Prioritize the incoming work against resource allocations.
* Set supplier expectations for delivery.
* Managing and track the supplier setup tasks for active clients.
* Creating supplier backlog register for those suppliers who requested setup.
* Work closely with the internal teams to drive setups to completion.
* Working with the support team on volume of supplier setups through support tickets

What Does A Customer Support Analyst Do At SRA International, Inc., A CSRA Company

* Coordinates production and presentation of program services and deliverables as required in the program contract.
* Some of the responsibilities include:
* Completion of time entry error reports
* Prepare the Monthly Status report for submission to the government, to include cost, staffing and technical status of all Task Orders as contractually required
* Develop Program Monthly Review (PMR) slides presented at a monthly meeting with government, which covers technical and financial updates for each task on Delivery Order
* Collaborate with the Program Manager and Deputy Program Manager on the staffing process/needs
* Daily collaboration across the organization with Program Managers and Account General Managers, Government employees etc.
* Process new and existing team members (CPRLs, badge requests, NDAs & Resumes)
* Active participation during customer meeting w/regards to client providing input on specifications to tailor PMR meeting slides to their
* specific needs (graphs, spreadsheets, etc…)
* Provide continuous feedback between both the functional support team and client to continue to improve upon the quality of the product
* Ensure on time expense report delivery and travel bookings; while following CSRA processes, tools, and methodologies
* Support new business growth for the contract and program by professionally representing CSRA to vendors and suppliers; ensuring that company goals and needs are effectively communicated
* Promote collaboration with stakeholders
* Meet all contractual requirements with high degree of customer satisfaction and quality
* Ensure all employees on contract are International Trade and Regulations (ITAR) Compliant; providing new employees with Annual & Export Log ITAR trainings as well as submitting those records to the appropriate office within CSRA.
* Maintain files of All ITAR related trainings
* Maintain up to date After Hours phone lists on All employees on contract
* Ensuring employees are added and deleted on appropriate ALIAS' as required

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How To Become A Customer 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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Customer Support Analyst jobs

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Real Customer Support Analyst Salaries

Job Title Company Location Start Date Salary
Oracle Customer Support Analyst Leeyo Software, Inc. San Jose, CA Mar 22, 2016 $105,000 -
$145,000
Customer Support Analyst Micron Technology, Inc. Boise, ID Apr 23, 2012 $95,000
Customer Support Analyst Micron Technology, Inc. Boise, ID Oct 25, 2011 $95,000
Customer Support Analyst Leeyo Software, Inc. San Jose, CA Jul 01, 2015 $90,000 -
$110,000
Customer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Jan 04, 2016 $86,070
Technical Customer Support Analyst Richrelevance, Inc. San Francisco, CA Jun 17, 2013 $85,000
Customer Support Analyst Netcracker Technology Corporation Waltham, MA Apr 25, 2011 $84,500
Customer Support Analyst Netcracker Technology Corporation Glenwood, GA Aug 04, 2011 $84,500
Customer Support Analyst Feith Systems and Software, Inc. Fort Washington, PA Oct 01, 2014 $81,585
Customer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Apr 01, 2013 $76,147
Computer Customer Support Analyst Netcracker Technology Corporation Waltham, MA Jun 23, 2011 $75,547
Customer Support Analyst Feith Systems and Software, Inc. Fort Washington, PA Oct 01, 2011 $74,000
Customer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Dec 01, 2011 $73,218
Technical Customer Support Analyst Lumesse, Inc. Austin, TX Jun 24, 2013 $69,846 -
$84,406
Customer Support Analyst Xactly Corporation San Jose, CA Nov 17, 2015 $68,099
Principal Customer Support Analyst Deltek, Inc. Woburn, MA Apr 17, 2011 $67,275
Analyst, Customer Support Bi-Sam Inc. New York, NY Sep 25, 2016 $67,000
Tier 2 Customer Support Analyst Drfirst.Com, Inc. Rockville, MD Jun 09, 2016 $65,000
Customer Support Business Analyst-CS Product Zynga Game Network, Inc. San Francisco, CA Oct 13, 2010 $64,272 -
$80,000
Customer Support Operations Analyst Servicenow, Inc. Santa Clara, CA Jan 09, 2016 $63,303 -
$81,300
Analyst, Production & Customer Success Rapid Ratings International Inc. New York, NY Nov 15, 2012 $60,000
Customer and Organizational Support Analyst Guardium, Inc. Waltham, MA Nov 16, 2009 $60,000
Customer Support Analyst McKesson Corporation Blue Bell, PA Oct 06, 2011 $58,500
Customer Support Analyst Smart Evision International Inc. Naperville, IL Sep 14, 2013 $58,000

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Top Skills for A Customer Support Analyst

CustomerSupportCustomerServiceTechnicalSupportPhoneCallsRemoteAccessTroubleshootOperationsDatabasesDeskSupportSQLServerand/orEmail/InternetApplicationsEnsureCustomerSatisfactionVideoWebActiveDirectoryTechnicalIssuesOrderStatusCustomerSoftwareIssuesVPNWindowsXPKnowledgeBase

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Top Customer Support Analyst Skills

  1. Customer Support
  2. Customer Service
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Conducted first level interviews of Customer Support candidates.
  • Provide excellent customer service and problem solving abilities while servicing internal and external customers.
  • Provided technical support for over 100 users for software and hardware issues.
  • Answer incoming phone calls as backup to primary phone receptionist.
  • Trouble shoot and solve customer's computer problems via telephone, remote access or visiting the customer's site.

Top Customer Support Analyst Employers