Customer Support Analyst
The Customer Support Analyst (CSA) serves as an escalation path for support staff and works with clients on
complex issues or enhancements to help them realize their goals using the Client's suite of Products. The
Customer Support Analysts has expert level knowledge of many aspects of the Client Suite of Products and a
strong grasp of all facets. The CSA is the liaison to the product and development teams, capturing inputs for
future development and helping to provide weighting of issues. The CSA assists in quality assurance,
documentation, as well as process and resource development.
Responsibilities:
Answer and resolve service requests on a first email/call basis. Accurately document and update Customer
Service Requests (CSRs) in the tracking system of record.
Maintain communications with clients on the status of all open requests. All responses should be
professional, complete, well formatted, and consistent with prior communications.
Manage personal queue of open requests in order to solve open issues in less than 2 days.
Pro actively seek to exceed customer expectations leading to high customer satisfaction ratings.
Serve as the customer's advocate to solve problems and navigate company resources.
Expert knowledge of all basic product features.
Capture and document customer feedback and enhancement requests.
Ensure communication with product and development teams.
Work to constantly improve call handling and resolution processes.
Participate in team meetings and gain understanding of customer business processes.
Expert knowledge in two or more advanced product features.
Assist in reducing support load by writing on-line support materials (FAQ's and KB's)
Participate in problem escalation and call prevention projects to help customers and support increase their
efficiency.
Provide dedicated support to one or more named clients.
Work with Quality Assurance to assist in validation testing of new releases.
Expert level knowledge in five or more advanced product features.
Train junior customer support personnel on product features.
Own and manage all escalated, severity 1, and complex requests from customers.
Required Skills:
Excellent verbal and written communication skills.
Excellent troubleshooting skills.
Technical proficiency across Windows platforms including computer networking skills (TCP/IP), Microsoft SQL
Server, Microsoft IIS, LDAP, and web-based technologies. Excellent organization skills; capable of effectively
balancing multiple responsibilities. Demonstrated ability to manage multiple priorities and work well as a part
of a team in a fast paced environment with minimal supervision Excellent support skills with a high level of
professionalism. Experience conducting technical training BA/BS degree in management information
systems, computer science, or another technology-related field of study 5 years experience in Consultant /
Client Support position Knowledge of information security topics and technology preferred.
Education: BA/BS degree in management information systems, computer science, or another technology-
related field of study is preferred.
Location: Kansas City, MO
Career Path: Senior Customer Support Engineer
Compensation Range: $50,000 - $60,000 DOE
Please let us know if you are interested by sending us your resume to careers@iconconsultinginc.com.
Thanks, and we look forward to hearing from you!!
The Customer Support Analyst (CSA) serves as an escalation path for support staff and works with clients on
complex issues or enhancements to help them realize their goals using the Client's suite of Products. The
Customer Support Analysts has expert level knowledge of many aspects of the Client Suite of Products and a
strong grasp of all facets. The CSA is the liaison to the product and development teams, capturing inputs for
future development and helping to provide weighting of issues. The CSA assists in quality assurance,
documentation, as well as process and resource development.
Responsibilities:
Answer and resolve service requests on a first email/call basis. Accurately document and update Customer
Service Requests (CSRs) in the tracking system of record.
Maintain communications with clients on the status of all open requests. All responses should be
professional, complete, well formatted, and consistent with prior communications.
Manage personal queue of open requests in order to solve open issues in less than 2 days.
Pro actively seek to exceed customer expectations leading to high customer satisfaction ratings.
Serve as the customer's advocate to solve problems and navigate company resources.
Expert knowledge of all basic product features.
Capture and document customer feedback and enhancement requests.
Ensure communication with product and development teams.
Work to constantly improve call handling and resolution processes.
Participate in team meetings and gain understanding of customer business processes.
Expert knowledge in two or more advanced product features.
Assist in reducing support load by writing on-line support materials (FAQ's and KB's)
Participate in problem escalation and call prevention projects to help customers and support increase their
efficiency.
Provide dedicated support to one or more named clients.
Work with Quality Assurance to assist in validation testing of new releases.
Expert level knowledge in five or more advanced product features.
Train junior customer support personnel on product features.
Own and manage all escalated, severity 1, and complex requests from customers.
Required Skills:
Excellent verbal and written communication skills.
Excellent troubleshooting skills.
Technical proficiency across Windows platforms including computer networking skills (TCP/IP), Microsoft SQL
Server, Microsoft IIS, LDAP, and web-based technologies. Excellent organization skills; capable of effectively
balancing multiple responsibilities. Demonstrated ability to manage multiple priorities and work well as a part
of a team in a fast paced environment with minimal supervision Excellent support skills with a high level of
professionalism. Experience conducting technical training BA/BS degree in management information
systems, computer science, or another technology-related field of study 5 years experience in Consultant /
Client Support position Knowledge of information security topics and technology preferred.
Education: BA/BS degree in management information systems, computer science, or another technology-
related field of study is preferred.
Location: Kansas City, MO
Career Path: Senior Customer Support Engineer
Compensation Range: $50,000 - $60,000 DOE
Please let us know if you are interested by sending us your resume to careers@iconconsultinginc.com.
Thanks, and we look forward to hearing from you!!
