Customer Support Analyst

Kensium is currently seeking a Customer Support Analyst to join our Team. You’ll play an integral role in an exciting and fast-paced environment where the sky is truly the limit.

**Responsibilities**
- Triage support requests in the appropriate request tracking systems - Jira, Jira Service Manager
- Install and configure Kensium software products (POS, WMS, Commerce Integrations) as directed by product owners.
- Own support tickets until closure and ensure that Clients are receiving regular status updates. This position requires hands-on troubleshooting and resolution of requests.
- Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution.
- Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.
- Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests.
- Conduct system maintenance tasks for managed services clients and prepare analysis report on a regular interval.
- Evaluate the impact of the request on the Client, then be able to prioritize the importance.
- Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
- Analyze and troubleshoot requests before escalating to the Level 2 Support team with the relevant details.
- Work with management to document and provide content for a knowledgebase for easier reference on future Requests for all team members.

**Skills and Expertise**

**General Skills**
- Hands-on experience in any well-known support / incident management tool
- Able to adapt to change. From new products, processes or requests from customers.
- Can demonstrate or discuss analytical and problem-solving abilities, like how to diagnose a software issue and plan appropriate troubleshooting measures.
- Ability to prioritize work, quickly identify challenges, and bubble them up all the way to the top management (when necessary) and provides solutions as opposed to problems.
- Ability to communicate well with peers, cross-functional groups, and international customers (excellent spoken and written English language skills), articulate and succinct.
- Ability to think like a customer (see not their own, but the user’s perspective)
- Brave in doing the right thing the right way, as opposed to just sticking to the right way, following orders, or following processes at all costs
- Outstanding interpersonal and organizational skills.
- Multi-tasking in a fast-paced environment
- Proficient in software skills, including MS Office
- Receives ideas, information, and direction (both oral and written) positively. Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or vague.
- Prior experience with Quality Assurance or Implementation of Systems is considered.

**POS & ERP Specialist Skills**
- Hands-on experience with warehouse management solutions, payment gateways, shipping solutions, tax integrations, etc. is desired.

**Preferred**
- Experience testing or providing support capabilities within the POS or ERP fields.
- SQL experience
- A+ certification or experience servicing point of sale hardware devices (receipt printers, handhelds, order pads, etc.)
- Graduate/Postgraduate (BA/B Tech/MCA)
- 1-2 Years of experience as CSR in any Voice/Non-Voice Process, from an eCommerce/ERP background
- Flexible to rotational shifts for early morning.

Tipo de puesto: Tiempo completo

Salario: $25,000.00 - $30,000.00 al mes

Horario:

- Lunes a viernes
- Turno de 8 horas

Prestaciones:

- Seguro de gastos médicos mayores
- Vacaciones adicionales o permisos con goce de sueldo

Tipos de compensaciones:

- Bono anual

Lugar de trabajo: remoto híbrido en 97137, Mérida, Yuc.