Customer Service Analyst
With current commitments to an expanded customer base and in order to deliver a competitive advantage to our clients, we have an opportunity for a Customer Service Analyst to support our business. This position is based in Victoria, BC. Job Responsibilities
The Customer Service Analyst will be responsible to:
• Respond to calls from customers in a professional and timely manner
• Maintain daily contact with customers, providing updates and essential information regarding customer cases owned by the Analyst
• Resolve customer issues via testing and research
• Create reasonable work-around for known software issues
• Maintain detailed records for proper tracking, resolution and follow-up
• Assist customers by walking them through processes
• Prioritize calls, follow up and escalate if required to ensure customer satisfaction
• Handle requests for upgrades, updates/patches and product information Note: You must be prepared to learn the Agresso product and share that knowledge with customers and colleagues.
Experience Requirements
Ideal candidate will have:
• An understanding of relational databases (MS-SQL or Oracle) and the ability o extract and manipulate data
• Bachelors Degree and/or relevant I.T. certification
• Experience working with or supporting business software applications, preferably in the accounting field
• Excellent customer service skills and a desire to understand and respond to customer’s issues promptly
• Exceptional analytical and problem solving skills
• Outstanding verbal and written communication skills
• Strong time management skills and the ability to prioritize and multi-task under pressure
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn our product.
Please send your resume and cover letter to hr@agresso.com noting Customer Service Analyst in the subject line.
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