Customer Support Analyst

Company Overview

Company information not provided.

Job Summary

The Customer Support Analyst is responsible for performing functional analysis of production issues reported by customers. This role is crucial in ensuring customer satisfaction by providing accurate solutions, responding to technical and functional queries, and collaborating effectively with customers and internal development teams.

Responsibilities

• Perform functional analysis of production issues reported by customers.
• Review and interpret functional specification documents to provide accurate solutions.
• Respond promptly and professionally to customer queries on technical and functional issues.
• Analyze production problems using standard troubleshooting tools.
• Interact effectively with customers and internal development teams to resolve issues.
• Build rapport with customers and gather detailed problem information.
• Maintain agreed issue analysis rates in line with customer and organizational standards.
• Propose and contribute to the development of new tools for faster incident resolution.

Qualifications

• Strong knowledge of the airline industry; prior experience in the travel industry is a plus.
• Proficiency in Microsoft Office tools (Excel, Outlook, Visio, PowerPoint, Word) and Confluence.
• Experience using debugging tools to analyze and resolve technical issues.
• Strong customer focus with a collaborative approach.
• Ability to understand and communicate technical information clearly.
• Skilled in creating customer-facing documentation.
• Excellent written and verbal communication skills, including technical writing.
• Strong interpersonal skills with confidence and patience in customer interactions.
• Ability to organize and prioritize multiple tasks to meet deadlines.

Preferred Skills

• Familiarity with incident management systems and customer support software.
• Basic understanding of software development processes.

Experience

Relevant experience in customer support or technical support roles is preferred.

Environment

Work setting and location information not provided.

Salary

Salary information not provided.

Growth Opportunities

Career advancement opportunities not specified.

Benefits

Benefits information not provided.