EFI Customer Support Analyst in Pittsburgh, Pennsylvania

Customer Support Analyst

Tracking #: 4212

Location: Pittsburgh, PA

Position Type: Full-Time/Regular


WE are Self-starters, WE are Passionate, WE are Relationship builders, WE are Innovative, We are Nimble, and WE are Transparent.WE are SPRINTers! We believe in challenging you, then providing you the room and flexibility to deliver.

EFI is looking for a Customer Support Analyst to join our EPS Business Unit in our Pittsburgh office, with a potential to telecommute.

Job Description

Maintain a holistic view of EFI Publication Suite customer's and provide assistance leading to their success

Build Customer relationships

Work on issues reported through the customer support systems. Provide First Time Right solutions to requests for support by means of identification, modification to system parameters or providing advice to users with clear communication of issue resolution.

Maintaining ownership of support requests from Creation to Resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress.

Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team.

Work with the Engineering Team to help diagnose and resolve software issues

Work closely with Management Team to ensure Customer Success

Test solutions to ensure that it provides resolution to the issue reported

Participate in activities of the support team

Contribute to solutions communicated through knowledge base and FAQs

Manage individual KPIs

Primary responsibilities

Strong Client Focus

Provide service that contributes to clients successful business operations

Strong Problem-Solving Skills

Willingness to learn

Working with the customer to ensure an understanding of the current status and proactively alerting appropriate personnel to potential issues.

Enter and update all client interactions into customer support system.

Process cases in Salesforce, identifying customers, populating case details, and confirming accuracy of data

Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data

Review case priority; maintain strict adherence to priority-based SLA requirements

Provide support to customers via Salesforce following documented troubleshooting instructions using EPS Salesforce workflow focusing on the following key items:

Client overall success

Quality and Accurate Communication

First Time Right Resolutions

Fast Response Times with a clear understanding regarding the Urgency of the issue

Document solutions for knowledge base inclusion from client issues

Close cases, capturing all relevant resolution details accurately

Follow up with clients

Maintain active client contact records within our support systems

Regular client communication, maintaining an ongoing relationship

Other support tasks as determined by Manager

Education and experience requirements

Post-secondary degree, or diploma with relevant experience in one of the following disciplines:

Financial Accounting

Job Costing

CSR, order management, procurement, business process management

ERP/MIS administration

Minimum of 2 years’ experience in a customer facing position

Printing experience a plus

Relevant skills & knowledge

Confidence in talking directly to client contacts at all levels

Excellent organizational and interpersonal skills

A self-starter - ability to work with minimal guidance in a fast-paced environment

We move quickly, with the purposeful intention of solving a problem, accomplishing a goal, and ultimately making a difference for our customers, partners, colleagues and shareholders. EFI SPRINTers take action and adapt to changes in order to transform our customers businesses to be more successful, productive and profitable through innovation in a publication business.

EFI is an “Affirmative Action/EEO/Protected Veteran/Disabled Employer”