Customer Support Analyst I

Job Description

Job Description

As a Customer Support Analyst you will be responsible for all reporting activities to support workflow management within Client Support. You will serve in this critical role by executing action items from the reports, identifying trends, analyzing data to determine opportunities for process improvement as well as improved performance, and providing feedback to partners as it relates to optimization of workflows, streamlined processes and overall operational efficiency. You will work closely with cross-functional teams within the ACERTUS organization to achieve the company’s overall objectives and goals, and address client needs to provide best in class customer service.

Schedule: Monday-Friday, 8:00am-5:00pm

Compensation: $24-$26/hr

Essential Duties:

• Evaluate reports for accuracy and determine action items
• Establish and maintain interpersonal relationships with partners
• Track status of ongoing transactions and provide feedback to the team to ensure proactive communication with clients
• Work closely with partners to provide summary and analysis of client order data
• Provide timely feedback regarding potential service delays with identified potential solutions
• At all times, represent ACERTUS in a professional manner with conduct that aligns with core policies and procedures
• Utilize internal resources to investigate, evaluate and resolve issues in a timely and accurate manner using sound business judgement
• Work with partners to develop long-term solutions and process improvements
• Participate in on-going training and development for both self and other partners
• Attend client meetings as applicable
• Analyze client data to identify trends, providing feedback to ensure workflows can be maintained within SLA’s
• Other duties as assigned

What We are Looking For:

• Proficient in Microsoft Office programs, Zendesk, and other general office equipment.
• Strong project management skills.
• Strong analytical and reporting skills
• Ability to map out processes to gain efficiencies.
• Ability to analyze data and make decisions.
• Organized thinker with exceptional attention to detail.
• Excellent communication skills, both verbally and in writing.
• Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously.
• Knowledge of the vehicle title and licensing process.

Qualifications:

• Bachelor’s degree preferred but not required, and/or work experience as an equivalent