Customer Support Analyst (Customer Service)
Company: Ports America Group
Posted on: January 15, 2022
The Customer Support Analyst is the first point of contact for
issue resolution. This role facilitates the movement of cargo into
and out of the marine terminals serviced by Tricor.
Essential Duties :
The Customer Support Analyst must interact with internal and
external customers and 3 rd parties to help ensure cargo continues
to move throughout the terminal.
The Customer Support Analyst will utilize phones, email/CRM system
to broker important information and requests between all parties
involved in each operation.
This role will also be responsible for identifying areas of
improvement and providing suggestions and participating in the
This role will also provide training and support for the customers
who use our proprietary management systems.
The Customer Support Analyst will also provide a basic level of
technical support/troubleshooting to our customers and 3 rd party
The Customer Support Analyst will also provide account setup to our
customers and 3 rd party groups.
The Customer Support Analyst will need to have a comprehensive
understanding of all reports and issue resolution to said system
This role does not have direct reports or management
responsibilities, however discretion and risk avoidance are
This role will be expected to perform within individual, customer
and department Key Performance Indicators.
Minimum Requirements (Education, Experience, Certifications):
Minimum of a High school diploma is required
0-2 years experience in similar role
No certifications required
No advanced degrees required
As of September 1, 2021: Upon hire, candidates will be required to
provide documentation showing receipt of a COVID-19 vaccine subject
to requests seeking reasonable accommodation for religious or
Knowledge, Skills & Abilities:
Patience, attention to detail, problem solving, time management,
stress management, clear communication, teamwork, critical
thinking, situational awareness, efficient use of computers and web
Position requires understanding and application of proper Customer
This position is expected to be held by an individual who can
self-monitor and interact with colleagues and customers in a
courteous, professional manner
Position does not require lifting
Position requires long periods of sitting and handling a phone and
Willing to interact with customers at all levels of an
Minimal travel ( Job functions are carried out in an office
Keywords: Ports America Group, Chandler , Customer Support Analyst (Customer Service), Hospitality & Tourism , Chandler, Arizona
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