Support Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world**At Acquire Intelligence**, our mission is to help businesses work smarter.We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.**Advance Your Career — Join us today and be part of a team where your work makes an impact**Come for a career, stay for the fun* HMO coverage for you and your family* Yearly Kick-Off Parties with major giveaways (like the car in 2023)* Enjoy complimentary breakfast every week to start your day right* Engage with your team through various activities designed to foster collaboration and fun* Access professional development opportunities to enhance your career growth* 900+ promotions given each year* 2,700+ leadership training courses### **A SNAPSHOT OF YOUR ROLE**As a **Support Analyst – Tier 1**, you will be the first point of contact for our clients, delivering outstanding customer support across phone and email channels. You will troubleshoot system issues, provide technical assistance, and deliver effective communication while ensuring an exceptional customer experience.Your responsibilities include:* Provide high-quality customer support to software clients via phone and email* Troubleshoot and resolve technical software issues* Lead troubleshooting conference calls with clients* Log and document all interactions in the Customer Support Ticket Tracking System* Communicate effectively with clients, internal teams, and partners* Escalate unresolved issues to appropriate teams to ensure swift resolution* Manage multiple priorities and ensure timely and accurate feedback to clients* Use multiple systems efficiently and independently* Maintain professionalism and integrity in all client interactions### **A BIT ABOUT YOU**You’re a client-focused support professional with excellent communication skills and a knack for solving problems.You bring:* Strong customer service and interpersonal communication skills* Ability to work collaboratively as well as independently* Sound judgment and problem-solving abilities* Capability to explain technical concepts in simple terms* Working knowledge of Microsoft Office tools* Experience in RMIS, GRC, or healthcare industries (preferred)* Salesforce experience, Trailhead training, or certifications (preferred)### **QUALIFICATIONS*** Bachelor’s degree in a software or technical field (preferred)* Training in Computer Science, Engineering, MIS, or IT is an advantage### **WHAT SUCCESS LOOKS LIKE*** High levels of client satisfaction and resolution rates* Timely and accurate ticket management and follow-up* Effective escalation and collaboration with internal teams### **WHAT WE VALUE**We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:* **Curious and Clever** – Smart questions spark smart solutions* **Entrepreneurial Energy** – Think like an owner. Solve like a founder* **Fast with Intent** – We move fast and deliver real results* **Laugh and Learn** – We don’t take ourselves too seriously, just our results**Join the A-Team and experience the A-Life**Join the A-Team and experience the A-LifeAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. 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