Customer Support Analyst

Description:

If you would like to discuss this vacancy further or to discuss your career options in confidence, please send your profile to ncornally@berkley-group.com

The Job:

• The Customer Support Analyst answers inbound calls and emails from customers requesting service for issues affecting their hardware environments.
• Determines entitlement of new and existing customers to set service expectations.
• Enter all necessary information into the ticketing system, ensuring appropriate next steps are completed before progressing to the next incoming request
• Coordinates with over fifty global field engineers, communicating customer problem and tracking of all steps until resolution.

Have you:

• Must be fluent in both English and French
• 1+ years successfully interacting with customers over email, phone, and chat
• Comfortable working in a KPI structured environment, meeting and exceeding Customer Expectations
• Analytical approach to investigating, and understanding how their products work
• Organizational time management in setting priorities, adherence to scheduled activities, and timely responses to customers