Customer Support Analyst

Company: Omatic
Location: Mount Pleasant
Posted on: March 13, 2023

Job Description:

Who We Are:Omatic solutions are purpose-built using the direct feedback of our 3,000+ social good customers. With over 80% of nonprofit organizations leveraging 4 or more cloud solutions today, the need for an integration solution uniquely tailored for NPOs has never been greater.---Omatic is a place where the employees thrive on helping others, both through business goals and personal pursuits.---Fun, energetic, and lively are terms frequently used to describe the culture at Omatic, and this is balanced by an undercurrent of hard work and commitment. The team tackles challenges, revels in the process of solving problems, and celebrates the wins for our company and our customers.The Position:The Customer Support Analyst Omatic is responsible for quickly resolving and triaging incoming questions and issues from its customers. They support multiple data integration products that commonly serve the philanthropic and educational communities, along with various other non-profit verticals.To be effective in this role, CSAs aim to resolve cases on the first contact by utilizing self-service resources or triaging more complex issues to and send to senior personnel/resources. CSAs are expected to consistently answer basic questions and execute on Tier 1 support tasks for their solution group, while exceeding quality, SLAs and satisfaction standards.Act as a Product Ambassador for the Omatic Product Suite
--- - Demonstrate expertise when discussing each Omatic product offering
--- - Remain educated on updates and enhancement to each product in alignment with release dates
--- - Consistently gather, update and maintain support documentation by creating Omatic Knowledgebase articles per month to our working knowledgebase site -
--- - Understand basic reports that measure the success of the Support team and how to affect the metricsConsistently Deliver Outstanding Customer Support and Experience
--- - Become proficient in the ticketing system's processes & procedures
--- - Efficiently and effectively manage ticket queues in various statuses & support tiers while always seeking for ways to optimize our clients' support experience
--- - Proficiently and consistently resolve basic issues for all solutions within their solution group
--- - Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel/resources to resolve
--- - Accurately capture ticket notes, document activities, and manage ticket lifecycle -
--- - Categorize tickets appropriately upon closure to help inform root cause of customer contacts
--- - Provide friendly, clear and professionally-toned communication to internal and external customers
--- - Answer incoming phone calls and chat messages in a timely fashion
--- - Be a team player. Provide empathy and understanding to both internal and external customersWhat You Will Bring:--- Demonstrated ability to be diplomatic and tactful in dealing with diverse network of clients.
--- Demonstrated ability to rapidly learn new concepts and ideas.
--- Demonstrated ability to ask critical, insightful questions and probe for information to facilitate problem solving.
--- Demonstrated ability to act as a calming and settling influence in tense situations
--- Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches to problem solving.
--- Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others.
--- Demonstrated ability to take an organized approach to ticket management, queues, triaging and escalations
--- Demonstrated ability to work effectively in situations characterized by continual change.
--- Demonstrated ability to quickly and efficiently identify key issues or variables to consider in making important decisions.
--- Has a sense of urgency to resolving client issues
--- Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results.
--- Demonstrated ability to create long term strategies that anticipate customer needs/expectations.
--- Demonstrated ability to learn more complex technical issues and have the drive to learn the Omatic Product suite
--- Experience with Customer Support tools such as ZenDesk, Freshdesk, Salesforce Service Cloud, etc.
--- Experience with Blackbaud's The Raiser's Edge or Salesforce NPSP is preferred but not required.
--- Associate or Bachelor's degree or previous technical troubleshooting experience preferred but not required. -Powered by JazzHR

Keywords: Omatic, Mount Pleasant , Customer Support Analyst, Professions , Mount Pleasant, South Carolina