Customer Support Analyst I
Cority
IT, Customer Service
United States
Posted on Dec 12, 2024
Cority is the global enterprise EHS software provider creating industry-leading technology to empower those who transform the way the world works.
For over 35 years, Cority has been powered by the spirit of innovation, deep domain expertise, and a commitment to integrity that enables higher levels of operational and sustainable performance with the most comprehensive, human-centered, and secure SaaS platform to help workers and businesses thrive in 100 countries around the world.
The company enjoys the industry’s highest levels of client satisfaction and has received many awards for its strong employee culture and outstanding business performance. To learn more, visit www.cority.com.
WHAT’S IN IT FOR YOU?
At Cority, we keep abreast of the changing labour market to ensure that our employees are paid based fairly and equitably based on their skills, years of experience, education and functional experience. Employee health and well-being are at the core of what we do. Competitive health benefits, dental plans, fitness allowance, health care spending account, retirement savings plan, work from home, as well as subsidized internet provide employees and their families support and flexibility.
We pride ourselves on our values-driven, performance oriented, dynamic and growth focused culture. The leadership team strives to create a meaningful work experience for employees through challenging work projects and employee recognition. Our HR team ensures our employees have opportunities to get social through corporate volunteering and social happy hours both in office and virtually.
Job enrichment, employee development and career planning are our priority. Cority ensures that employees have their skills and certifications up-to-date with our annual training allowance. Internal Recruitment, Departmental Conferences, Group Training Programs, and High Talent Programs are some of the ways that we hone skills and grow talent within the company.
Position Overview:
As the first point of contact for customers, this role is responsible for addressing and resolving basic technical and functional issues related to Cority’s product suite. Cority provides 24/7 global customer support, and this position follows a rotating shift schedule from 8:00 AM to 1:00 AM, including on-call rotations and rotating holiday coverage. The role involves working with more senior team members and Tier 2 support teams as needed to resolve customer issues, while gaining product knowledge through training and hands-on experience.
Key Responsibilities:
- Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of basic issues related to the Cority Product Suite.
- Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.
- Log all customer support interactions in the customer support system, including case details, updates, and resolutions.
- Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case.
- Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.
- Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
- Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
- Maintain a working knowledge of Cority's product offerings, learning new features and functionalities as they are released.
- Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
- Ensure compliance with Cority's information security policies and immediately report any security-related incidents.
Qualifications:
- A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience. Experience in occupational health care or a related health field is a plus.
- Previous experience in a customer service or help desk role, preferably within a software or technology environment.
- Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.
- Strong customer service orientation with excellent verbal and written communication skills.
- Basic understanding of software systems and the ability to quickly learn and apply technical information.
- Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems).
- Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.
- A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.
- Willingness to work in a rotating shift schedule, including evenings, weekends, and holidays, as required.
Cority is committed to a diverse and inclusive work environment. Cority is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability or any other legally protected status. For applicants who would like to request for accommodation please send an email to hr@cority.com.