Customer Support Analyst 
Location: US, GA, Duluth 
Department: Customer Support 
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Customer Service
Company profile: Horizon Software International, LLC is an industry-leading food service management technology company. The company’s state-of-the-art office is located in Duluth, Georgia, approximately 30 miles northeast of downtown Atlanta.At Horizon, you will jumpstart your career with a growing, profitable software development company, offering more than just software solutions to its many clients around the world. Horizon firmly believes in Great People, Great Service, Great Products and Great Results. As a team member at Horizon, you are relied on to continually improve your operational areas and carry out the organization’s strategic initiatives.The executive management team realizes its employees create the difference that makes Horizon a great company and a great place to work. As Horizon continues to grow, it will attract and retain the very best people possible. Come in and explore the opportunities that abound at Horizon. See what the company has to offer and how you, too, can flourish in the exciting atmosphere of a successful, growing business.Horizon offers comprehensive food service solutions ranging from Point of Service to Back of the House management including inventory, procurement, menu planning, nutrition analysis, warehouse distribution and much more. Horizon’s product offerings provide clients with fully-customizable and scalable software solutions able to meet the needs and budget of any food service operation.Horizon Software is a Non-Smoking/Drug-Free Workplace. EOE/MFVD
Description: Title: Support AnalystGeneral Description: As the first point of contact for Horizon customers needing assistance, the Support Analyst is responsible for answering inbound calls, documenting support cases, working assigned cases, resolving and/or escalating customer issues to keep them moving through the support process. Responsibilities:Answering inbound phone calls from Horizon customers within the established Average Speed of Answer and Call Abandonment goalsContacting customers with web generated or assigned cases within established Service Level Agreement timeframe based on the level of case severityMeet established company goals for customer satisfaction, case closure rate, and performance metricsDocumenting every worked case in Netsuite with the specific details of the original issue and all steps taken to resolve the issueProvide daily status updates and documentation to customers with cases that are not resolved the same day they were openedEffectively troubleshoot each case and identify those that need to be escalated to a senior resource of Product Engineer to resolvedWork with Senior Analysts and Product Engineers to ensure any case needing escalation gets to the senior resource taking over the case with appropriate documentation and detail to effectively transition the case without inconvenience to the customerManage aging of assigned cases so no case resolution gets delayed in the support processDevelop/create new content for the Knowledgebase to meet monthly/yearly KPI goalAssist other departments or with special projects ass assigned by the supervisor. Other Responsibilities May Include:Analyze customer requests and escalate to other departments as needed.Recognize additional training needs and make recommendations to bridge knowledge gaps. 
Requirements: Behaviors:Must be consultative and focused on providing outstanding customer serviceMust communicate effectively with customers and teammatesMust be punctual and reliableDemonstrates and supports Horizon’s Core Values daily. Essential Skills & Experience:Four year IT degree (MIS, Computer Science, IST, Systems Engineering) or relevant work experience and/or strong desire to learn and implement new technologies.Computer/IT Certification (A+, MCP, MCSE) a plusBasic Database skills (SQL, SQL+) and knowledge of queries preferredBasic Networking skills a plusRetail IT / Food Service Industry IT / Healthcare IT a plusProficient in current Windows Server and Desktop Operating SystemsMust possess a positive attitudeAbility to train users with varying computer experienceAbility to adapt and quickly respond to changing needs/prioritiesAbility to learn new products and technologies quicklyReports To: Support SupervisorTravel Expectations: Less than 10% Travel
Fraudulent: 0