Customer Support Analyst

Cott Systems is looking for a Customer Support Analyst to join our team in Columbus OH.

ABOUT COTT SYSTEMS: We're an established software and services company focused on supporting local governments across the U.S.

Cott Systems, an innovator in public records management for more than 135 years, is today's technology leader for recording, imaging, and searching public records serving over 300 local offices across 21 states.

At Cott Systems, our customers rely on us to keep their technology running smoothly.

INVESTMENT APPROACH: Unlike private equity and venture capital firms, we are Entrepreneurs who Buy, Enhance and Grow Software Businesses.

That's right; we don't sell businesses.

We form a strategic alliance with existing management teams.

We recognize the dedication and perseverance required to create a firm and place a premium on customers' and workers' well-being over short-term goals.

CULTURE: Cott Systems is more than just a place to work; we're a team.

We mean it when we say people are our greatest assets, so investing in them is our number one priority.

We create an environment where our employees feel first-day-on-the-job excitement, day after day, creating a culture of high performers and collaboration.

We celebrate our milestones, and we're proud of them.

We Dream Big, Stay Humble and Stay Hungry.

SUMMARY: The Customer Support Analyst is responsible for providing first level technical phone support to customers using Cott's software applications; including support of PC hardware, peripherals, operating systems, and other 3rd party applications.

KEY RESPONSIBILITIES The key responsibilities of this position are listed below.

Other responsibilities may be assigned to this position in response to Cott's business needs.

Troubleshooting and Resolution of Customer Issues * Answer customer calls, troubleshoot and resolve tickets.

Respond to all problems in respective ticket queues timely (per the defined SLA). Attempt to solve all problems reported by customers in assigned ticket queue.

* Update ticketing software with ticket information, troubleshooting performed, and final resolution.

* Monitor all relevant ticket queues to ensure timely responsiveness and escalation as required.

Identify urgent customer situations and ensure proper escalation.

* Maintain an acceptable knowledge and skillset for the subject areas of assigned subject queue.

* Work with User Liaisons at customer sites providing them with status on all open issues and ensuring their satisfaction.

* Follow Customer Support Standard Operating Procedures to manage interactions with customers as well as Cott employees.

Miscellaneous * Organize yourself so that you are able to follow through on your commitments as well as respond timely to customers and management.

* Ensure knowledge and skills remain current as related to Cott's products and the third-party software used for Cott's products.

* Establish and maintain open, productive communication with Cott employees and customers.

* Proactively communicate team challenges and successes to Manager.

Assist with the improvement of overall department efficiency and performance by identifying and communicating to Manager opportunities to enhance internal processes.

* Maintain confidentiality in accordance with company and departmental policies.

* Attend and actively participate in training sessions and meetings.

Participate in cross training/retraining opportunities.

* Perform other duties as assigned (Special Projects, etc.) Supervisory/Management Responsibilities This position does not have staff management responsibilities.

Travel Requirements Travel is not considered a routine component of this position.

However, based on the business needs of the company, travel to client sites may be required on occasion.

Professional Expectations * Project a professional and positive attitude * Be honest, direct and respectful in communication * Be proactive, resourceful and forthright * Continually learn and develop yourself professionally * Commitment to excellence, integrity, accountability, and professionalism * Serve the customer, or serve someone who is