Help Desk (Customer Support Analyst)

This position is responsible for providing quality support with a high degree of customer satisfaction, technical/operational expertise, and timeliness as a primary contact for bank, affiliates, and external customers on business or technical inquiries products/processes supported by the bank (Microsoft Windows Environment). Calls are logged and documented using the call tracking system in accordance with established call handling procedures. This position has frequent contact with internal and external customers, peers, and managers.

ESSENTIAL FUNCTIONS of the job include, but are not limited to:

Serves as the initial point of contact for internal and external customer's questions related to operational and technical support products/processes support by the company.

- Researches, resolves, and responds to complex questions received via telephone, e-mail, fax, Web, and provides support in accordance with current standards and published procedures.
- Maintains a 70% CSC first call resolution rate and a 50% individual resolution rate
- Logs, documents, and closes all customers' calls, issues, problems and requests on Call Tracking Software in accordance with established CSC procedures.
- Provides expert and creative solutions to customer problems to ensure customer satisfaction and productivity. Records detailed solutions in the call tracking system for subsequent calls.
- Follows the escalation path for resolution of specific types of problems, making every attempt to keep the process transparent to the customer and within the Service Level Agreements.
- Recommends procedure changes to appropriate Lead Support Analyst

- Prefer a Bachelor's degree in business or technical discipline with 3-5 years equivalent experience in related industry
- Strong customer service orientation and desire to embrace technology as a means of improving service.
- Proven organizational skills and demonstrated abilities to establish priorities, requires some supervision, takes initiative, works under time pressures and exercises sound business judgment
- Ability to communicate effectively, both orally and in writing, with customers, users, technical experts, and all levels of management
- Proficient with PC hardware and software (Microsoft Windows environment)
- Ability to determine when a call should be escalated to meet a timely resolution.
- Makes recommendations for solutions to problems.
REQUIREMENTS
- Microsoft Windows technical/functional expertise
- Strong Customer Service skills