Customer Support Analyst

This position serves an important function within the Customer Support organization. The AVEVA Call Analyst role acts as the first line contact for internal and external customers in responding to and acknowledging both technical and non-technical issues. AVEVA Call Analysts work in concert with automation to provide a seamless and sophisticated inquiry reception system. AVEVA Call Analysts work directly with customers, partners, and systems integrators to receive, resolve, and direct customer inquiries coming in via telephone, email, chat, or internet. Call Analysts verify entitlement and route inquiries to the most appropriate resources to quickly resolve the inquiry. Call Analysts may answer non-technical questions regarding company products, assist customers to access AVEVA websites, locate information, and connect customers to resources. Call Analysts escalate technical questions regarding company products to Customer Support Engineers. Other Call Analyst duties include creating and maintaining customer data records, running and interpreting reports, creating documentation such as job aids, processing web security access requests, and special projects as assigned.

Principal Responsibilities

• Receive phone calls, chats, emails, web inquiries and acknowledge within defined SLAs
• Verify and update contact information
• Entitlement management and enforcement
• Create case for incoming inquiry if customer has required entitlement.
• Resolve simple script driven cases
• Forward/Handle material/service/training requests to relevant regional teams
• Forward technical cases to the relevant Local / Regional Level 2/ Technical Success Manager / Solution Support team(s)
• Pro-actively and on-demand, schedule services based on entitlements
• Other administrative / ad-hoc activities: Customer Surveys.
• Perform other job-related duties and special projects as assigned.
• Preparation of Power point presentations
• Reporting of customer support utilization, customer support operations
• Collaboration within and across teams.

Essential / Desirable Competencies

Essential Competencies

• College, University, or education
• Minimum 2 to 4 years of confirmed related experience
• Very good organizational skills
• Strong business communication skills
• Conflict management/resolution skills
• MS Office (Access, Excel, Outlook, Word) advanced
• Previous experience with handling inbound telephone calls and emails in a technical call center or help desk environment
• Very good English language skills (both spoken and written)
• Experience with call (incident) tracking software such as Salesforce.com Service Cloud, Clarify, SAP, Remedy or equivalent