Client Support Analyst in Mount Pleasant, SC at Johnson Service Group

Date Posted: 9/8/2020

Job Snapshot

Job Description

JobID: 380573

Johnson Service Group is seeking a Client Support Analyst for our rapidly growing software client in Mt. Pleasant, SC. This is a direct hire opportunity with growth potential. The ideal incumbent will be effective in resolving cases on the first contact by utilizing self-service resources or emphasize more complex issues to senior personnel.

Your responsibilities:

  • Proficiently and consistently resolve basic issues for all solutions within assigned 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 causes
  • Demonstrate expertise when discussing each company product offering
  • Remain educated on updates and enhancement to each product in alignment with release dates
  • Consistently gather, update, and maintain support documentation
  • Provide friendly and professionally toned responses to internal and external clients
  • Answer incoming phone calls and chat messages in a timely fashion
  • Work as a team both within the company and with each of our clients within all verticals using the Support case system, email, phone, and chat systems
  • Exceed quality and satisfaction standards

Your background:

  • 2+ years of professional work experience
  • Responsive and skilled when dealing with a diverse network of clients
  • Ability to rapidly learn new concepts and ideas
  • An understanding for asking key, insightful questions and investigating for information to enable problem solving
  • Calming and settling communication in possible-tense situations
  • Ability to integrate unrelated information and develop highly creative, strategic approaches
  • Experience creating effective strategies for complex, cross-organizational projects
  • Ability to anticipate obstacles or problems
  • Bachelor’s degree

Email cover letters along with your resume to Recruiting Manager, Miranda Jones at mjones@jsginc.com for consideration.

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