Analyst, Customer relations desk

2 weeks, 6 days ago
Full-time
Entry Level
Customer and Technical Support
PartnerOne

PartnerOne

PartnerOne specializes in enterprise software solutions that manage extensive data environments through hyper automation, virtualized cloud storage, artificial intelligence, and metadata analytics, serving many of the world's largest corporations.

Media
51-250

Description

  • Provide front-line, non-technical support to internal and external customers.
  • Handle customer inquiries via phone and email in line with established support procedures.
  • Create, research, update, and manage technical and administrative service requests.
  • Route service requests to the appropriate product support teams.
  • Perform primary troubleshooting for the NetWitness Community Portal and escalate issues when needed.
  • Manage an assigned case workload, including prioritization, expectation-setting, and customer communication.
  • Interface with global support teams and cross-functional stakeholders to coordinate resolution efforts.
  • Recognize service-impacting incidents or outages and initiate escalation processes to maintain service levels.
  • Follow global support escalation procedures and support continuous improvement initiatives.
  • Work a shift-based schedule covering 24x7 operations, including weekends and holidays.

Requirements

  • 0–2 years of relevant professional experience.
  • Fluency in English, both spoken and written.
  • Excellent verbal and written communication skills.
  • Strong interpersonal and customer service skills.
  • Strong organizational and multitasking abilities.
  • Ability to work effectively in a high-pressure environment.
  • Detail-oriented with strong follow-up skills.
  • Flexible and adaptable to change.
  • Strong computer literacy.
  • Understanding of social media applications.
  • Conflict management and negotiation skills.
  • Eagerness to learn and grow.
  • Second language is a plus, with French, Japanese, German, Spanish, Portuguese, or Italian preferred.

Interested in this position?

Apply directly on the company website

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