Customer Support Analyst (Customer Service)

Company: Ports America Group
Location: Chandler
Posted on: January 15, 2022

Job Description:

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 improvement process.
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 groups.
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 generated reports.
This role does not have direct reports or management responsibilities, however discretion and risk avoidance are expected.
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 medical purposes.
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 applications
Position requires understanding and application of proper Customer Support principles
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
Working Conditions:
Position does not require lifting
Position requires long periods of sitting and handling a phone and computer
Willing to interact with customers at all levels of an organization
Minimal travel ( Job functions are carried out in an office environment
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Keywords: Ports America Group, Chandler , Customer Support Analyst (Customer Service), Hospitality & Tourism , Chandler, Arizona