Customer Support Analyst
AgFirst Farm Credit Bank

JOB DESCRIPTION

Customer Support Analyst I (Hybrid - Columbia, SC)

The Customer Support Analyst I provides quality support with a high degree of customer satisfaction on technical and operational requests/questions in a professional and timely manner for association, bank, and external customers; logs and documents all customer calls/emails/requests using the call tracking system by established call handling procedures; and has frequent contact with internal and external customers, peers, and managers. Follow the HIPPA guidelines as applicable.

What you'll do

• Demonstrates support of teammates, second-level staff, senior management, processes and procedures, and assigned tasks to ensure the success of the Customer Support department
• Provides on-call support based on the quarterly rotated calendar
• Ensures the customer's issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank's Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
• Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
• Serves as the initial point of contact for internal and external customer questions related to the operational and technical support of products and/or processes of the AgFirst Farm Credit Bank
• Accountable for personal self-development to include maintaining first-level knowledge skill set for supported systems

What you'll need

• Education and/or experience equivalent to an Associate Degree in Business or technical discipline
• Experience in customer support/call center environment preferably dealing with PC hardware and software, mainframe and client-server computer systems
• Certified Help Desk Professional preferred. HIPPA Certification via the Career Cafe annually
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
• Strong customer service orientation; desire to embrace technology as a means of improving service
• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures, and exercise sound business judgment

ABOUT US

AgFirst Farm Credit Bank provides financing, as well as technology and other value-added services, to association partners so they can lend to rural residents and agricultural operations of all sizes. We take pride in investing in our employees, our partners and our community.

Find out more on AgFirst.com, and follow us on LinkedIn!

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