Customer Support Analyst
Support Services - Chelmsford, MA
E-mail contact: KewillAmericasCareers@kewill.com
Kewill is an industry leader and provider of global trade and logistics software solutions to some of the most complex supply chains in the world. Kewill assists customers in expediting the clearance of goods through customs, reducing international trade costs and gaining better control of their global parcel shipping. Kewill continues to maintain a market leadership position with industry recognized software and is committed to offering our customers first-class business solutions.
The Customer Support Analyst is a member of Kewill’s Desktop Customer Support Group, our first-line support group, which is responsible for working with hosted customers to manage and resolve incidents and issues relating to our hosted products. Activities surround issue diagnosis and troubleshooting, incident management, and other activities.
The analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. Kewill’s support center operates from 8 a.m. to 8 p.m. EST.
Primary Responsibilities
- Responds to contact from customers, via phone, email and other online incident submission.
- Effectively interacts with customers of all ability levels to understand the customers request and rapidly assess severity level.
- Defines, researches, and resolves customer issues in a timely accurate manner, routing non-technical issues to appropriate Kewill personnel using approved business processes.
- Provides timely updates to the customer, coworkers, and management on the status of outstanding issues.
- Maintains status of issues in a call-tracking system and performs appropriate follow-up on escalated issues.
- Serves as a subject matter expert (SME) and reviewer in the development of documentation and training materials.
- Assists senior team members with complex issues to gain experience and exposure to more advanced problems.
- Answers, triages, and dispatches calls for other areas of the Support department as needed.
- Administers contacts in CRM application to ensure mailing lists remain current.
Requirements
- Demonstrates successful customer service experience with the ability to manage issues with calm, comfort, and ease.
- Posesses strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer.Ability to take ownership of issues/assignments and follow through to completion.
- Demonstrates aptitude to prioritize and handle multiple issues simultaneously.
- Demonstrates effective oral and written communication skills.
- Demonstrates strong attention to detail and accuracy.
- Able to work independently in a fast paced technical environment.
- Able to function and contribute in team environment.
- Demonstrates effective time management and project management skills.
- Must be willing to work flexible hours.
- Associate degree or completion of technical college is preferred.
- Minimum of 1 year experience working in a customer service environment.
- Industry certifications, MCP or A+, desired.
- Familiarity with the transportation industry is a plus.
- Familiarity with the following technologies:
- Microsoft operating systems
- Microsoft Office Suite
- Internet and networking technologies
When responding to this posting please refer to: HSSA1