Customer Support Analyst (Hybrid)

• Hybrid, onsite Tuesday, Wednesday, and Thursday
• W2 position, 6 months (and possible extension)

• The Customer Support Analyst receives, investigates, and responds to customer inquiries regarding complex products, services, and issues via all channels through which customers are served.
• Will train on new business applications and be prepared to support upcoming system implementations.
• Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the AgFirst Farm Credit Bank. Knowledge of major products and services and has the ability to apply this knowledge appropriately.
• Learns existing business applications, how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolve complex or reoccurring issues.
• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately and reach productive decisions.
• Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Demonstrates support of teammates, second level staff, senior management, processes, and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments.
• Ensures the customer’s issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank’s Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan.
• Uses multiple system tools to search and troubleshoot questions and issues of systems and applications.
• Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as being accountable for personal self-development to include maintaining knowledge for supported systems. 

• Education and/or experience equivalent to an Associate Degree in Business or technical discipline, as well as related experience or product knowledge to accomplish primary duties.
• Experience in customer support/call center environment preferably dealing with PC and application software, mainframe, and client server computer systems.
• Certified Help Desk Professional preferred.
• HIPAA certified preferred.
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management.
• Strong customer service orientation; desire to embrace technology as a means of improving service.
• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment. 

Last updated on Oct 3, 2023