IT Digital Customer Support Analyst



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CUSTOMER SUPPORT ANALYST I Responsibilities: • Communicate and coordinate with development and project teams • Develop ideas and recommend solutions for fixes and improvements • Support internal and external customers with training and issues via electronic chat, web-ex, emails, phone, and in-person sessions as appropriate • Thoroughly document issues received from stakeholders in ticketing system • Maintain proficiency using Masonite’s Digital tools • Perform user administration for portfolio of digital tools as required • Report on material issues identified by internal and external customers; provide escalation where appropriate • Communicate status of individual issues and planned releases as determined by the product owner • Create and share detailed and professional release notes for stakeholders in a timely manner • Create, maintain and share detailed and professional user documentation and other training materials • Participate in weekly customer calls to conduct training, requirements, and feedback sessions • Participate in stakeholder meetings as related to supporting digital tools • Produce and distribute defined reports and analytics to stakeholders • Perform defined tasks in support of customer outreach programs to improve customer success and adoption Qualifications: • Bachelor’s degree or equivalent work experience required • 1-2 years experience with customer service/support preferred • Experience in troubleshooting software applications and process problems preferred • Experience with Microsoft Word, Excel, and PowerPoint required • Strong analytical, problem-solving and critical thinking skills required • Strong computer literacy required • Excellent written and verbal communication skills required • Previous experience with training and documentation preferred • Experience creating and delivering presentations preferred • Familiarity with analytics/reporting tools, databases, SQL preferred

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.


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