CUSTOMER SUPPORT ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 13, 2024 - The Customer Support Analyst utilizes domain expertise to pinpoint faults across code, configurations, or environments, liaising effectively with relevant teams to expedite resolutions. Maintains comprehensive documentation and knowledge bases, enhancing access to information and driving continuous improvement. Manages complex customer interactions with a focus on maintaining rigorous service standards and fostering internal collaborations to ensure timely problem resolution and ticket management.

Essential Hard and Soft Skills for a Standout Customer Support Analyst Resume
  • Data Analysis
  • Technical Troubleshooting
  • CRM Software Proficiency
  • Ticketing System Management
  • Reporting Skills
  • Knowledge Base Maintenance
  • Networking Fundamentals
  • SQL
  • ITIL Foundations
  • Cloud Computing Basics
  • Problem Solving
  • Empathy
  • Active Listening
  • Adaptability
  • Communication
  • Team Collaboration
  • Conflict Resolution
  • Time Management
  • Customer Relationship Management
  • Stress Tolerance

Summary of Customer Support Analyst Knowledge and Qualifications on Resume

1. BA in Business Administration with 2 years of Experience

  • Experience using domain knowledge and relevant specialization to identify the area of fault (code, environment, or configuration) and consulting the appropriate team(s) in constructing or implementing the fix
  • Experience creating and updating documentation/knowledge base articles
  • Ability to find opportunities to improve documentation
  • Experience managing multiple conflicting deadlines and competing priorities
  • Demonstrated customer service skills and ability to manage customer expectations
  • Experience building and maintaining relationships within the team and throughout the firm
  • Experience managing a ticket backlog and properly documenting and advancing tickets
  • Experience with team collaboration tools
  • Able to work independently in a fast-paced customer service environment without requiring immediate supervision
  • Ability to follow procedures and documentation in problem resolution.
  • Ability to rapidly diagnose production issues.

2. BA in Communications with 6 years of Experience

  • Experience in operations and support of cloud environments with focus on request fulfilment, incident response, escalation procedures and knowledge management while adhering to service-level requirements
  • Experience managing SQL servers with a focus on MS solutions, such as SQL Server and Azure Search. Knowledge of platforms such as Postgres and MySQL is a plus
  • Experience creating, maintaining, backing up and restoring data and complete databases
  • Ability to design distributed database and manage database synchronization and consistency
  • Working knowledge to monitor and optimize database performance and generate recommendations for improvements
  • Understanding of SQL syntax and ability to create quality queries for, but not limited to, managing databases, tables, indices, constraints, foreign key constraints, optimizations, stored procedures and JSON data structures,
  • Understanding of more complex SQL queries, including inner and outer joins, temporary table use and nested SQL queries
  • Ability to create and manage supporting database scripts, such as bash scripts to perform database activities or tasks within a cloud platform.
  • Experience with data security and access control, and include knowledge in areas such as salting and hashing, as well as an understanding of MS database security, such as column encryption.
  • Experience diagnosing and troubleshooting web application and infrastructure incidents
  • Experience leveraging tools and resources appropriately to identify solutions that may not already be documented

3. BA in Information Technology with 3 year of Experience

  • Excellent interpersonal skills and the ability to empathise with customers
  • Basic IT knowledge
  • A good understanding of Microsoft Office
  • A proactive and inquisitive nature and a strong questioning ability
  • Experience working in technical / financial services customer support environment
  • Demonstrated ability to create and communicate customer support best practices
  • Ability to learn and apply customer support best practices
  • Can articulate and formulate decisions into training for a support team
  • Excellent judgment and decision making
  • Excellent written and verbal communication

4. BA in Psychology with 2 years of Experience

  • Customer Service experience where application support is a primary job function 
  • Experience with call center software and Salesforce 
  • Windows, Microsoft Office, and MacOS knowledge
  • Demonstrates excellent written and verbal communication skills
  • Able to explain technical information to a non-technical audience
  • Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
  • Solid organizational skills including attention to detail and multi-tasking skills to meet deadlines
  • Ability to multi-task between several critical customer situations at the same time. 
  • Ability to complete assigned tasks under stressful situations.
  • Able to work collaboratively and cooperatively in a team environment. 
  • Ability to work with cross-functional teams.

5. BA in Customer Service Management with 5 years of Experience

  • Experience in supporting a SaaS solution
  • Experience with Workday, Salesforce, JIRA (or other ticketing support systems) and Microsoft Office (Excel, xls and csv files)
  •  Customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.
  • Experience working in software delivery or support for a Compensation, Talent Management or HCM solution is ideal
  • Excellent analytical and problem-solving skills.
  • Ability to cultivate teamwork and build strong and positive relationships with other teams and customers.
  • Ability to generate a sense of urgency and rally appropriate teams.
  • Ability to guide others and eager to learn as much as can.
  • A successful track record of managing multiple urgent priority issues concurrently
  • Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.

6. BA in Business Administration with 3 years of Experience

  • Experience in Customer services, software related business, or similar experience
  • Broad technology background, which may include: SQL query generation, or T-SQL development, Active Directory, proprietary software troubleshooting, and data analysis, among others.
  • Ability to communicate effectively with others using the spoken word.
  • Ability to communicate in writing clearly and concisely.
  • Ability to take care of the customers' needs while following company procedures.
  • Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
  • Ability to look beyond the standard solutions.
  • Ability to formulate a sound decision using the available information.
  • Ability to find a solution for or to deal proactively with work-related problems.
  • Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

7. BA in Communications with 2 years of Experience

  • Experience in Level-1 support
  • Familiarity with providing support to customers with different SLA’s
  • Knowledge of Internet technologies such as DNS and email configurations
  • Sound understanding of how to troubleshoot and debug problems from the top down using a variety of tools
  • High-level of proficiency in the English language, both written and spoken
  • Ability to work cross-functionally with many internal groups
  • High energy and a willingness to learn
  • Experience with tools such as HubSpot & Intercom
  • Understanding of Cyber Security best practices
  • Basic/working knowledge of API
  • Strong oral and written communication skills

8. BA in Information Technology with 2 years of Experience

  • Customer service or teaching experience
  • Strong written and oral communication skills
  • Exceptional critical thinking, research, and problem-solving skills
  • Ability to prioritize tasks and work efficiently
  • Energetic, mature, positive person who works well independently and with a team
  • Quick learner who demonstrates initiative
  • Interest in K-12 education! Classroom/teaching experience 
  • Ability to multi-task
  • Strong organizational and time management skills
  • Strong Technical Skills

9. BA in Psychology with 4 years of Experience

  • Experience in a customer support role.
  • Understanding of accounting principles and financial business operations.
  • Strong analytical and problem-solving skills.
  • Strong organizational skills with the ability to multi-task in a fast-paced environment.
  • Ability to learn quickly and research complex issues.
  • Excellent written and verbal communication skills, including clear speaking voice and good use of English language grammar.
  • Proven success in a team environment.
  • Experience working with or implementing Sage Intacct or other ERP/Financial software application.
  • Experience using CRM software such as Salesforce.
  • Understanding of Internet and Cloud technologies.
  • Detail-oriented and exceptionally organized

10. BA in Customer Service Management with 5 years of Experience

  • Outstanding communication skills, both written and oral
  • Desire and ability to learn on the fly
  • Computer experience
  • Knowledge of PC and Mac familiarity
  • Previous support experience helpful
  • Must be accurate, reliable and well organized
  • Ability to multi-task
  • Ability to deal with frequent interruptions and pick up where things left off
  • Ability to deal with difficult situations and handle them in a calm, professional manner
  • Must be patient, courteous and tactful
  • Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

11. BA in Business Administration with 2 years of Experience

  • Prior Help Desk experience desired
  • Excellent analytical skills with a demonstrated ability to plan, organize, prioritize, and complete work assignments.
  • Work independently, demonstrate a sense of urgency, and work well individually or in a group.
  • Previous customer support experience, technical support experience
  • Strong listening, verbal, and written skills combined with a desire
  • Strong follow-through with an ability to handle multiple tasks in a fast-paced environment.
  • Knowledgeable with general computer hardware, software, web applications
  • Knowledge of Microsoft Office products, including a working knowledge of Windows 10 
  • Have a great knowledge of products, to be able to distinguish between user or system related issues
  • Must be highly detailed on process/system oriented with a focus on documentation and testing

12. BA in Communications with 2 years of Experience

  • Experience or knowledge acquired through studies in Information Technology, Supply Chain, Manufacturing
  • Demonstrated ability to provide high-impact communication and customer service.
  • Experience working with Internet products and technologies
  • Experience supporting software with external customers
  • Previous experience working with the Cable Industry
  • Finance background
  • Previous experience with Mede
  • Must be able to exchange accurate information in these situations.
  • Build strong working relationships
  • Website and app usage knowledge
  • Have a proactive approach to problem solving

13. BA in Information Technology with 3 year of Experience

  • Demonstrated verbal and written communication skills with external/internal parties
  • Ability to support Email, Phones, and Chat during the same shift
  • Ability to navigate multiple computer systems, platforms, and web tools
  • Proven ability to understand complex issues
  • Experience with Microsoft Office
  • Excellent organization skills
  • Ability to pay close attention to detail
  • Ability to complete assignments correctly, independently and in a timely manner
  • Experience with ServiceNow
  • Customer support or equivalent experience
  • Communicates with co-workers, management and customers, which may involve delivering presentations.
Relevant Information
Customer Support Agent Skills, Experience, and Job Requirements
Customer Support Associate Skills, Experience, and Job Requirements