Customer Support Analyst

San Mateo, CA, United States of America

The customer support analyst is the primary client services contact responsible for supporting retention, client satisfaction and issue resolution of the customer account for the CorPay Complete system including software and product lines (Purchase Orders, Invoice Automation, Accruals, Expense Reimbursements, Vendor Management, Payment(cards, ach, check and etc). This position is responsible for assisting with all aspects of client relationships to ensure satisfaction and effective use of products and services. The account manager 3 is assigned a portfolio of customers and is responsible for understanding and resolving issues pertaining to products utilized by the clients. 

Essential Functions/Core Responsibilities

1. Work directly with clients to provide to a primary point of contact for day to day account support, problem resolution, technical clarity, research and analysis

2. Responds to Salesforce cases, inbound emails, fax, virtual meetings and phone calls. 

3. Prepares and presents solutions in advance to retain relationships.

4. Uses customer feedback to monitor the status of service levels, identifies problems and revenue growth potential within the client base. 

5. Trouble-shooting of client-raised servicing issues to determine if the issue is a system issue, training issue, or client configuration and effectively interact with internal departments to support customer base. 

Additional responsibilities:

1. Act as a liaison between business operations and engineering to help problem solve and integrate customer recommendations. 

2. Self-driven to develop professionally, improve performance, and understand the tools in place and use the system available to their fullest potential. 

3. Demonstrates leadership qualities that influence peers to work collaborately, automate manual processes.

4. Serves as key contributor in developing and testing new processes and procedures that enhance the users experience. Act as game changer as appropriate. 

5. Develops and executes a client service delivery strategy for assigned clients around the needs, contracts specifications and cost components. 

6. Makes decisions regarding the set up and support of the clients assigned to their care and has the avility to approve finaincial fee and or transaction concessions. 

Qualifications:

Education:

Minimum: Bachelor’s degree or equivalent work experience

Preferred: Bachelor’s degree in Accounting/Finance, Economics, Business Administration or related field. 

Experience:

Minimum: Three years of progressive experience working within a call center or customer service team with demonstrated problem solving skills. 

Skills: 

1. Technical: MS Excel(spreadsheet), CRM applications (Salesforce), account payable experience or the equivalent work experience and technical expertise in call center and account management 

2. Non-technical:  Verbal and written communication skills, account management, relationship management

Location:

San Francisco Bay Area required. Need to work across time zone (U.S. and Asia)