Customer Support Analyst III

Summary/objective

The Customer Support Analyst II is an integral part of isolved's commitment to an exceptional client experience throughout the client lifecycle. The Customer Support Analyst works to ensure the smooth facilitation of client services, whether through implementation of new services or support and maintenance of processes, set-up, or transactions necessary to ensure isolved is supporting clients according to their agreed upon configuration and services.

Core Job Duties

• Ensures accurate and timely setup and ongoing support of client plans, funding and reporting within isolved platforms in accordance with standard operating procedures
• Identify workflow process improvements and work with management and team to implement changes
• Set up and maintain platforms and backend support
• Ensure highly coordinated communications with internal and external stakeholders to optimize client experience
• Review and balance case priority
• Participate in training related to knowledge and skill enhancements
• Determine the cause of atypical occurrences and applies standard principles and practices to determine and implement solutions.
• Additional duties as assigned

Job Complexity

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks

Interaction

• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Supervision

• Normally receives little instruction on daily work, general instructions on newly introduced assignments. Routine assignments are performed independently unless problems occur.

Experience

• Typically requires a minimum of 3-6 years of related experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• High school diploma or equivalent
• Experience with Microsoft Office products
• Strong customer service, organizational and communication skills
• Ability to multitask and work effectively in a fast-paced environment
• Ability to clearly communicate information both verbally and in writing
• Knowledge of the principles and techniques of customer service skills; ability to deal diplomatically with irate individuals
• Problem analysis, troubleshooting and problem-solving skills
• Ability to operate basic office equipment, e.g., computer terminals, printers, copy machines, telephone systems, facsimile machines
• Ability to access, operate and maintain various software applications.
• Ability to perform routine mathematical computations and tabulations accurately and efficiently

Physical Demands:

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Non-exempt

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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