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.
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
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:
CSR, order management, procurement, business process management
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”