Client Support Analyst

Position Summary

The Client Support Analyst will deliver an excellent, efficient, and quality support response to every client, every time.  This team member will identify, investigate, and research user questions and challenges and may refer to technical team members for follow-up.  They’ll maintain an awareness of all product knowledge information and how to use internal resources.  They’ll also train users of the software and work as a team where needed to resolve an issue.

Job Duties

• Troubleshoot client issues, including collecting details as necessary, and escalation of issues to Team Leads and/or Engineering as necessary to resolve client issues

• Maintain a superior level of service while interpreting and validating technical issues, test solutions, follow up, and escalate where necessary

• Manage open tickets to resolve all, meeting our service level agreements (SLAs)

• Follow up and make scheduled call backs to clients where necessary

• Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services

• All other duties related to this position

Minimum Requirements

• High school diploma or equivalency

• 1+ year of work experience in a customer facing role

• Strong organizational skills and attention to details

• Clear and concise communication skills

• Ability to multitask and collaborate with other internal teams

• Excellent verbal and written communication skills

• Must be able to work nights and weekends

Preferred Qualifications

• Bachelor’s degree in business or closely related field

• Clear and concise communication skills

• Proficiency in Microsoft Excel and PowerPoint

• 1 year of Project Management and/or SaaS Implementation experience

Work Environment

• This role reports into Forcura's Jacksonville, FL, home offices.

Physical Demands of Our Work Environment

• This position is a hybrid environment and uses a computer and other office equipment needed to perform duties. The noise level in the work environment is typical of that of an office.  Frequent interruptions may be encountered throughout the workday.

• The employee is required to either stand or sit, talk and hear frequently required to use repetitive keying or hand motions.

• The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Forcura is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status,  If you are unable to submit an application because of a incompatible assistive technology or disability, please contact us at careers@forcura.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

Forcura is an E-verify employer.  Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position.