Have an analytical mind and enthusiasm for research and investigation?
Come join our thriving global team and work with Fortune 500 clients in a highly collaborative, fast-paced environment!
The Support Analyst is a hybrid of techie-lover, problem-solver, business-thinker, and customer advocate. This position focuses on customer needs through question/problem diagnoses, issue resolution and communication of technical solutions, all while delivering an exceptional customer service experience.
At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.
Day-to-Day Responsibilities:
Customer Support (90%)
• Solves problems through critical analysis, consultative questioning, and relationship-building.
• Responds to incoming customer support questions, requests, and issues by analyzing and troubleshooting each situation and always providing the customer with the best possible solution.
• Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contacts.
• Receives, assesses, and prepares data from customers for conversion from older software versions.
• Documents all customer contact for future reference, you must be able to channel your inner librarian.
Measures of Success:
• Within 5% of response time/update time SLA targets
• Within 5% of ticket quality assurance targets
• Within 5% of utilization target
Learning & Development Projects (10%)
• Increases knowledge of Resolver's software platforms and solutions, continually extending the range of topics that can be supported.
• Participates in constantly enhancing the quality and efficiency of Resolver’s Customer Support service, by providing input to improve our internal and external knowledge bases and internal processes.
Measures of Success:
• Completes incremental learning and development activities on schedule and to the expected quality.
Target Skills
Troubleshooting
• Ability to address break/fix, configuration issues, troubleshooting, software installations; respond to advanced use-case questions and apply business contact to application; ability verify defect reports.
Technical Documentation
• Ability to clearly document tickets, provide detailed troubleshooting steps and create content and/or material for future reference.
Product Knowledge
• Ability to understand the features and functions of our software; includes ability to apply from an individual (user experience), customer (business context) and industry (domain) perspective.
Process Execution & Documentation
• Ability to adhere to functional process and input key documentation within CRM or related solution / system with accuracy and attention to detail includes clear documentation and orientation to deadlines. Includes ability to utilize reporting for predictive performance.
Target Competencies
Communication
• Ability to express oneself clearly (verbal and written) in a manner that facilitates positive results.
• Able to listen and understand customer needs and troubleshoot accordingly.
• Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contact.
Passion
• Ability to deliver outcomes in a highly compelling way that incites positivity from customers (internal/external).
Critical Analysis & Problem Solving
• Ability to identify and diagnose patterns across situations that may not be obvious to identify key or underlying issues in complex situations. Ability to identify the root cause of situations, as well as contributing factors to in order to solve a problem in a logical and systematic manner.
Collaboration
• Ability to work together on interdependent goals by sharing and discussing ideas with a high level of transparency. Ability to respectfully challenge and inspire towards a common goal.
Customer Focus
• Ability to understand customer's (internal/external) needs and concerns in the short to long-term and to provide value-added recommendations and/or solutions. Builds customer loyalty by anticipating needs, establishing clear goals, facilitating rapport and exceeding expectations.
Ambition & Initiative
• Ability to take action without direct managerial influence in order to achieve a positive result.
Job Specifications -Qualifications & Education
• Post-secondary education or equivalent experience
• Passionate about tech and how tech solves business problems.
• Able to learn quickly.
• Stellar verbal & written communications are a must.
• Experience supporting complex and highly configurable enterprise software applications.
Working Conditions
• Tech-casual office/business environment
• Flexible work hours; ability to work in alignment with business needs
• Fast-paced, relies heavily on communication.
• Required to work in teams as well as independently
About Kroll
In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business.
We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.
Kroll is committed to equal opportunity and diversity, and recruits people based on merit.
In order to be considered for a position, you must formally apply via careers.kroll.com.