Support Services Analyst

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As the Support Center Analyst you will answer and resolve all incoming calls/emails to the Support Center and communicate issues to the appropriate manager. You will provide unparalleled customer service support to all associates by addressing computer related service requests in a timely manner.

Responsibilities:

• Track and log each call coming into the Support Center by logging the customer, problem and root cause and resolution with as much detail as possible.
• Stay informed of all policies and procedures that effect customers.
• Relay messages sent to or received by customers in a timely manner.
• Provide unparalleled customer service supporting all associates with computer related service requests.
• Assign service requests to the proper support personnel and ensure the request is completed in a timely manner.
• Perform new user setup in a timely manner to ensure smooth onboarding of new associates.
• Update and deactivate user access based on weekly audits.
• Perform routine system interface imports.
• Monitor scheduled system tasks and document exceptions.
• Develop problem trend reports to measure problem/resolution and vendor performance.
• Analyze operating problems and quickly arrive at workable solutions.
• Produce monthly statistical reports on call volume/root causes of problems.
• Maintain a thorough knowledge of the Support Center Software.
• Maintain a thorough knowledge of the Property Management software.
• Maintain a thorough knowledge of the Enterprise Resource Planning solution.
• Accurately prepare and convey monthly reports.
• Problem/resolution and root cause management.
• Assist with version tracking and updates.
• Random callbacks to customers for tracking customer satisfaction.
• Assist with any other duties as assigned.

Education: A minimum of a high school education is required. A college degree is preferred. The position requires the ability to read and write English fluently, and the ability to accurately perform basic to intermediate mathematical functions.

Experience: A minimum of two years of on-site experience with Property Management software or Help Desk experience.

Skills:

• Problem solving skills
• Excellent written and verbal communication skills
• Knowledge of company software/hardware
• Excellent customer service skills
• Organizational and time management skills
• Self-motivated; exhibits initiative; resourceful
• Good stress management skills
• Advanced Microsoft Excel skills
• Ability to perform detail-oriented tasks

Licenses and Equipment: Position requires individuals to furnish their own vehicle to fulfill all the job’s functions. Position requires individuals to have access to telephone and internet services to fulfill job functions remotely when needed.

Attendance: The position is non-exempt and eligible for overtime with supervisor approval. This position requires the ability to work 5 days per week, 52 weeks of the year. A normal work week is Monday through Friday. The position also requires the flexibility to work beyond 40 scheduled hours per week to meet deadlines as required by management. Position requires the ability to serve on-call, as scheduled or as necessary.

Travel: Overall, minimal travel will be required. Initially, travel may be necessary for training purposes. In addition, periodic travel may be needed for meeting attendance.

An Equal Opportunity Employer – M/F/D/V.

If you’re passionate about exceeding goals and providing exceptional customer service experiences, come join Gables in our mission of Taking Care!

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