Client support analysts are responsible for analyzing operations of their company to ensure the satisfaction of clients. These analysts generally work in offices, sometimes within call centers or even their own homes, and may work either independently or on teams with other analysts. They generally work traditional business hours, though some extended hours may be required depending on the employer. Although this position does not require formal education beyond a high school diploma, applicants with prior experience in customer relations are often preferred.
Common responsibilities of client support analysts include: documenting all client issues; escalating/referring issues when necessary; utilizing superior client service skills; maintaining current and accurate knowledge of all client services; various data entry and office support tasks; handling assigned issues; adhering to all department policies; and maintaining confidentiality, accurate files, and consistent communication with other departments within the organization.
Candidates for this position must be extremely organized and pay close attention to detail. They should also be able to "think outside the box" and maintain a professional and optimistic attitude in all situations
Client Support Analyst Tasks
Research, troubleshoot and diagnose software to identify, document and resolve errors.
Work with other technical departments to resolve complex problems.
Use troubleshooting tools and techniques to identify products that are defective.
Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness.