Job Description:
Customer Support Analyst I (Hybrid – Columbia, SC)
The Customer Support Analyst I provides quality support with a high degree of customer satisfaction on technical and operational requests/questions in a professional and timely manner for association, bank, and external customers; logs and documents all customer calls/emails/requests using the call tracking system by established call handling procedures; and has frequent contact with internal and external customers, peers, and managers. Follow the HIPPA guidelines as applicable.
What you’ll do
– Demonstrates support of teammates, second-level staff, senior management, processes and procedures, and assigned tasks to ensure the success of the Customer Support department
– Provides on-call support based on the quarterly rotated calendar
– Ensures the customer’s issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank’s Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
– Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
– Serves as the initial point of contact for internal and external customer questions related to the operational and technical support of products and/or processes of the AgFirst Farm Credit Bank
– Accountable for persona l self-development to include maintaining first-level knowledge skill set for supported systems
What you’ll need
– Education and/or experience equivalent to an Associate Degree in Business or technical discipline
– Experience in customer support/call center environment preferably dealing with PC hardware and software, mainframe and client-server computer systems
– Certified Help Desk Professional preferred. HIPPA Certification via the Career Cafe annually
– Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
– Strong customer service orientation; desire to embrace technology as a means of improving service
– Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures, and exercise sound business judgment
