Customer Support Analyst - L1

Remote

Full Time

Mid Level

JOB OPENING FOR BRAZILIAN RESIDENTS ONLY

Company Overview

For over 20 years, FoodChain ID has been a leader in the New Food industry, helping companies meet the rising demand for transparency, accountability, safety, and sustainability. Our services include Non-GMO Project verification, USDA Organic certification, BRC and SQF certification, and more. Today, more than 30,000 companies across 100+ countries rely on FoodChain ID to ensure product integrity and food chain safety and transparency—one client, one product at a time.

Position Overview

Reporting to the Level 1 Customer Support Team Leader the L1 Support Analyst will provide first line support to FoodChain ID customers, ensuring fast and concise responses to calls logged by our global customer base. FoodChain ID are committed to ensuring our customer’s success and we expect this to be at the forefront of every contact the support analyst has with a customer.

Responsibilities:

· First point of contact for FCID customers for all FCID products.

· Investigate, escalate and resolve reported issues where possible.

· Escalate issues to Level 2 or Level 3 support teams where appropriate, ensuring concise and thorough hand over whilst continued ownership of the ticket until resolution confirmation.

· Carry out repeatable tasks like password resets or supplier account creation and administration ensuring the process is managed and runs smoothly.

· Customer facing role, with responsibility for customer updates and communication.

· Working with FCID companies to support their products, leading to a Global FCID support function.

· Log, prioritise and update tickets on the various service management tools, ensuring that you work to ITIL standards.

· Work with customers to understand the impact and priority of the issues.

· Ensure clear steps are received from the customer, and understand what they were trying to achieve so that the issue can be reproduced on our test systems.

· Research issues and interrogate support materials and documentation to source solutions.

· Ensure customer success through the FCID systems by being aware of all other products to advise customers on how we can support them with all the groups applications and services.

· Log bugs with Development and manage customer expectations regarding delivery of fixes.

· Perform customer call backs and monitor calls through to resolution.

· Actively manage customer satisfaction and provide timely updates on call progress.

· Hybrid working, depending on location in relation to the office.

Competencies and Qualities:

· Candidates will be educated to College Degree level or equivalent experience

· Experience of working in a customer facing or customer service role

· Experience of triage, troubleshooting and service support is required

· Understanding of ITIL standards and fundamentals is required

· High energy team player who is able to self-manage

· Good attention to detail and accuracy

· Excellent verbal and written communication skills

· Ability to create and maintain strong work relationships both with customers and internally.

· Proven technical application support experience is beneficial

· Working knowledge of web protocols and infrastructure is beneficial

· An understanding of Relational Databases with SQL Query knowledge Oracle or SQL Server is beneficial

Hours

The standard work schedule consists of 44 hours per week.

Location

Remote, work from home in Brazil

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Customer Support Analyst - L1

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