Analyst - Client Services

As a Client Services Analyst at Actlogica, you will play a critical role in onboarding and supporting new companies on our enterprise platform, helping users navigate workflows with ease and confidence. You'll serve as a central connection between our clients and internal teams, providing not only technical support but also facilitating feedback to drive continuous product improvement. Your goal - To exceed user expectations with a supportive, knowledgeable approach and ensure that customer queries are resolved quickly and effectively.

Key Responsibilities: ·       Customer Support & Engagement: Act as the primary point of contact for customer inquiries, complaints, feedback, and service requests. Deliver prompt and friendly responses to foster a positive experience. ·       Product Knowledge & Training: Engage with Product Managers and Subject Matter Experts to gain a comprehensive understanding of Actlogica's features and workflows, enabling you to educate and empower the user community. ·       Issue Resolution: Quickly categorize, troubleshoot, and resolve customer issues, escalating more complex problems as necessary. ·       Quality & Performance: Ensure adherence to SLAs and identify areas for training that will improve key performance metrics. ·       Knowledge Base Contribution: Develop resources for the Actlogica knowledge base by documenting common issues and crafting helpful articles for users. ·       Complaint Management: Handle customer complaints to completion, ensuring a satisfactory outcome and prompt, detailed reporting on all cases.

• To exceed user expectations with a supportive, knowledgeable approach and ensure that customer queries are resolved quickly and effectively.
• Act as the primary point of contact for customer inquiries, complaints, feedback, and service requests. Deliver prompt and friendly responses to foster a positive experience.
• Engage with Product Managers and Subject Matter Experts to gain a comprehensive understanding of Actlogica's features and workflows, enabling you to educate and empower the user community.
• Quickly categorize, troubleshoot, and resolve customer issues, escalating more complex problems as necessary.
• Ensure adherence to SLAs and identify areas for training that will improve key performance metrics.
• Develop resources for the Actlogica knowledge base by documenting common issues and crafting helpful articles for users.
• Handle customer complaints to completion, ensuring a satisfactory outcome and prompt, detailed reporting on all cases.