sales-marketing customer support analyst

Customer Support Analyst

Are you Tech Terrific, an innovative thinker, and have great interpersonal skills? We have a project with our client that requires a REMOTE Customer Support Analyst. This is a 2-3 month contract starting in August and wrapping in October. The Customer Support Analyst will support the CT Paid Leave Authority in executing software testing activities supporting its new web portal. Additionally, the Analyst will also participate within a small team to review and respond to external customer inquiries that have been received through the new web portal (via a "Contact Us" feature). For customer inquiries, the Analyst will learn the content and policy supporting Connecticut's Paid Family and Medical leave program in order to appropriately respond to customer inquiries. Day-to-Day Tasks include, but not limited to Review and process a daily customer inquiry work queue and read, address, resolve or escalate inquiries appropriate to the content. Be able to handle 50-100 customer interactions per eight (8) hour shifts (volume is estimated). Work cross functionally to resolve complex customer problems. Other duties may be assigned. Education andor Experience Bachelor's degree from a four-year college or university and 3-5 years related experience andor training or equivalent combination of education and experience. Bachelor's degree in Communications, English, or Information Technology is a plus. Required Skills and Experience Excellent verbal, written, and listening communication skills Ability to type 35-40 word per minute Advanced conceptual and analytical skills Ability to prioritize work and adjust to rapidly changing requirements and demands Excellent organizational, document management, and team engagement skills Computer skills including Microsoft Office at a highly proficient level Familiarity with the Salesforce platform is a plus, not required Must have own personal computer with Google Chrome, Mozilla Firefox, or Internet Explorer to use the cloud-based software. Must also have reliable, strong WI-FI. Any UAT experience is a big plus Tech Valley Talent (TVT) is an Information Technology (IT) Professional Services firm located in Upstate NY's Tech Valley, Saratoga County. We have over 10 years of experience and are founded on the values of high integrity, trust, honesty, and commitment. We pride ourselves on providing exceptional value to our clients by supplying and delivering the best IT project-based and hourly talent across the nation. Tech Valley Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Show moreShow less
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