Client Support Analyst

Ascentis Rancho Cucamonga , CA 91730

Posted 3 months ago

Our Client Support Analysts work with the established Ascentis client base and provides ongoing support as our clients utilize our various HCM/WFM products to perform many functions critical to their organization's success and functionality. As a Client Support Analyst, you will to provide unsurpassed customer support to the ever-changing needs of our clients. The support they provide varies from simple explanation all the way to complex analysis of system function. Centered around our cultural norms, the team focuses on critical thinking, problem solving and communication to crush goals and excel personally and professionally.

Cultural Norms:

What is a day in the life for our Client Support Representatives?

Our Client Support Analysts are a significant part of what keeps Ascentis running. They have a high intensity day, and you will often find yourself looking at the clock finding it hard to believe the day is already over. Ultimately, you are focused on:

  • Delivering exceptional, first line support regarding product functionality or issues to new and established Ascentis clientele via phone and email you are the client's advocate for success!

  • Executing problem recognition, research, resolution and follow up to customer inquiries and problems, escalating as appropriate

  • Collaborating with a team of client support analysts, technical support representatives, quality assurance and developers, to provide quick and professional response to escalated programming issues.

  • Client Training in the form of a phone call, Zoom meeting, written documentation, or webinar is provided to clients as needed.

  • Participating in special projects such as planning for year-end, documentation for Communities (on-line portal), presentations, and training.

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Client Support Analyst

Ascentis