Senior Customer Support Analyst - Client Services

Status : Full Time

Job Description:

Reporting to the Client Services Manager, this position will be responsible for responding to and resolving issues and/or questions raised by clients utilizing the UniCom Billing and Customer Management system (BACM).

The Position:

This position involves:

• Maintaining accurate and concise documentation when troubleshooting client questions/issues.
• Communicating resolutions to clients and internal team members within a timely manner.

Responsibilities:

• Provide superior customer support by becoming the client’s first line of contact, responding to client needs with appropriate issue resolutions and status reports in an opportune time frame.
• Aid the Project Manager in delivering on time and on budget projects through the timely resolution of all reported questions and issues and effective status reporting
• Ensure accuracy of the UniCom system documentation by providing feedback obtained from both the client and internal resources
• Support DTI’s team commitment by building and maintaining constructive working relationships with other staff members and sharing information, ideas and knowledge openly and honestly.
• Maintain knowledge of customer base and recommend implementation methods to exploit customer’s strengths and address their weaknesses.
• Assist department success by recommending changes to process and procedures that benefit the customer and the department.
• Maintain spectrum product knowledge where differences between product versions in use by the customer base are customer highlighted.
• Maintain customer implementation documentation where any custom program, enhancement or patch applied to the customer’s system is logged.
• Escalate open issues within the Client Services team where resolutions are not forthcoming in a time frame suitable to the customer.

Core Competencies:

• Extremely well organized with a high level of initiative and motivation.
• Ability to build professional trust and respect with clients and team members.
• Ability to multi-task and prioritize among a number of processes and problems with minimal supervision and tight timelines.
• Detail oriented with excellent analytical and problem solving skills.
• Knowledge of the Software Development Life Cycle.

Qualifications:

You must have:

• Post-Secondary Education in an IT related discipline.

Knowledge of the following is an asset:

• Knowledge of Telecommunications Industry