Customer Support Analyst - L1

As a Customer Support Analyst - L1 at illion, your key responsibilities will include providing outstanding first-level support, cultivating relationships with clients, troubleshooting issues, and ensuring that service delivery aligns with our SLAs. You’ll also collaborate with internal teams to promote best practices and contribute to continuous improvement initiatives, all while prioritizing data security.

To be successful as a Customer Support Analyst - L1 at illion, candidates should have experience in sales, support, or operations, along with a basic understanding of SQL and coding. Knowledge of credit risk and good troubleshooting skills, coupled with strong communication and interpersonal skills, are essential for this role.

While prior experience in IT is not a strict requirement for the Customer Support Analyst - L1 position at illion, having a background in business services or related fields is advantageous. Familiarity with database concepts, Microsoft Office, and JIRA can also help candidates succeed in this role.

The Customer Support Analyst - L1 position at illion requires flexibility, as the role involves shifts between 07:30 and 19:30, Monday to Friday. Additionally, you may be part of an on-call roster during weekends and public holidays, ensuring comprehensive support for our clients.

At illion, Customer Support Analyst - L1 employees enjoy a range of benefits including flexible working options, paid volunteer leave, education assistance, and a free Employee Assistance Program. You’ll also be part of a culture that promotes well-being and professional growth.

When prioritizing customer issues, I assess the impact and urgency of each case. I typically use a matrix that considers factors such as the severity of the issue and the client's operations to ensure critical problems are addressed swiftly, reflecting a strong customer-first approach.

In such a situation, I would first listen carefully to the client's concerns to fully understand their perspective. Acknowledging their feelings and then working collaboratively to find a resolution will not only resolve the issue but also help in rebuilding the trust and rapport.

I recall an instance where a client faced repeated issues with their account. By conducting thorough analysis and collaborating with internal stakeholders to address the root cause, I was able to provide a long-term solution, greatly enhancing the client's satisfaction.

I use a variety of tools, including diagnostic software for real-time monitoring and SQL queries to analyze database issues. I also rely on documentation and internal systems like JIRA to track issues and communicate effectively with team members.

I have a foundational understanding of SQL that allows me to perform basic queries for data retrieval and analysis. While I’m eager to expand my knowledge, I'm comfortable using SQL to troubleshoot issues related to customer data.

I prioritize data privacy by adhering to security protocols in all client interactions. This includes verifying identities, understanding data protection policies, and ensuring sensitive information is handled securely and confidentially.

I believe in open communication and collaboration. I contribute to a teamwork-oriented environment by actively participating in discussions, sharing insights, and providing support to my colleagues whenever needed, fostering a sense of unity.

My approach involves staying updated with best practices and constantly seeking feedback from clients and colleagues. I also take part in training sessions and value lessons learned from past experiences to enhance service delivery.

To manage concurrent inquiries, I prioritize based on urgency and allocate time efficiently for each case. I communicate timelines transparently to clients, ensuring they know their issues are being addressed while keeping organized notes.

I'm drawn to the Customer Support Analyst - L1 role at illion because of the company’s commitment to integrity and customer care. I admire illion's mission to foster meaningful relationships and I’m excited about contributing to a team that values diversity and inclusiveness.