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MCIM · 2 months ago

Customer Support Analyst

Glen Allen, VA

Full-time

Onsite

New Grad, Entry Level

MCIM by Fulcrum Collaborations is a company that provides a platform for managing data centers. The Customer Support Analyst role focuses on becoming a super-user of the MCIM platform and supporting the administration of customer accounts while collaborating with cross-functional teams.

Enterprise SoftwareFacility ManagementInformation TechnologySoftware

Responsibilities

Become a“super user” of the MCIM platform

Work with the Client Experience team to assist staff, managers, and senior management with case support and tasks

Build and maintain software procedure and training documentation for our customers

Build custom reports and manage user administration across clients

Become a trusted resource and advisor for the Operations team to support administrative case loads to include receiving and forwarding communications to different staff and departments, case management support and answering phone calls, and responding to emails as needed

Troubleshoot, triage, collaborate and communicate timely updates for your accounts on the status of the initiatives/projects you manage

Qualification

SaaSSalesforceProject ManagementQuality AssuranceAnalytical SkillsCommunication SkillsInterpersonal SkillsOrganizational SkillsDetail Oriented

Required

Bachelor's degree

Strong analytical and problem-solving skills

Excellent communication and interpersonal skills

Ability to work in a fast-paced, collaborative environment

Effective organizational skills

Preferred

Detail Oriented | Analytical Mindset - Details matter, especially at MCIM. Understanding MCIM's architecture, and workflows. You'll have a lot to learn about our software under the hood, and that requires someone capable of learning quickly while also remembering the details that matter

Strong Communication | Presentation | Customer Service - Once you've mastered MCIM under the hood, you'll be sharing its capabilities with our customers and their internal teams. You're not intimidated by communicating with teams of people and teaching them how to use MCIM

Quality Assurance - MCIM is an evolving technology platform, and you'll be expected to have a fine eye with ensuring that all implementations of MCIM you manage meet internal quality standards. Moreover, as we introduce new capabilities, you'll participate in the development of customized technical and video support documentation

Project Management Experience

SaaS / Salesforce Experience