(US) Solutions Analyst

  • Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required.
  • Take ownership and follow up on open cases which are unresolved.
  • Build strong client relationships by following up with customers in a timely manner.
  • Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions.
  • Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system.
  • Support the department’s goals, objectives, and deliverables. 
  • Work shifts between 8am and 8pm as required.

Core Competencies:

  • Ability to handle clients professionally and with a high level of confidence during all interactions
  • Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
  • Must excel in a fast-paced environment where critical thinking and time management skills are required for success
  • Sound understanding of API and service technologies and functions
  • Take initiatives and help establish a positive team environment built on mutual trust and respect
  • Participate in the development and improvement of operational tools and processes
  • Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning