Help Desk Support Analyst

We are a fast growing software company serving the Mergers & Acquisition market and are looking to add a handful of professional, energetic and customer-focused individuals to our expanding Customer Support Team.

Position Title: Help Desk Support Analyst
Position Type: Full-Time Salaried
We offer a comprehensive competitive benefits package.

In this position, you will be responsible for the following:
Provide Level 1 and some Level 2 customer support on our software platform
Monitor, prioritize and respond quickly and effectively to requests received through our Customer Support Site, direct customer emails or phone calls
Manage and resolve requests to the end user's satisfaction through web sharing sessions, emails, and/or phone calls
Escalate and manage any unresolved issues to the engineering team
Learn and become proficient in our software applications
Assist with on-boarding of new customers and end-users
Create new customer and end-user accounts in our software platform and ancillary systems
Keep an accurate log of all customer conversations and issue resolutions using our Customer Support system
Experience Requirements:
At least 3 years experience in a customer support role in the software industry
Highly proficient with Windows, Microsoft Office, Outlook, and major web browsers
Fluent English verbal and written communication skills
Proven ability to think and troubleshoot logically, and act decisively in critical situations
Other Requirements:
Must live in the Washington DC metropolitan area - no relocation available
A minimum of High School diploma or GED

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