Customer Support Analyst - job 1 of 2

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

• 1+ years of experience working in a technical support capacity. Demonstrated experience with customer support procedures and processes.
• Good customer service, verbal and written communication skills, problem resolution, and conflict management skills. The ability to work well under stress and remain calm while dealing with frustrated customers.
• Proven analytical and problem-solving skills.  Ability to learn quickly and apply knowledge. Knowledge of features, benefits and use of Cott services and products preferred.
• Work experience with MS Windows, Windows Server, networking concepts, and computer hardware/peripherals.
• Ability and desire to continually learn new technology and/or concepts.
• Self-starter with strong organizational skills.  Ability to multi-task and meet deadlines.
• Some working knowledge of Microsoft Office (Word and Excel), and ticketing systems (i.e. TeamSupport).
• Capable of exercising independent judgment and maintaining confidentiality and trust with sensitive information.
• Must possess a positive, team oriented and action driven attitude.
• Excellent attendance record and work history required.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand for a short period of time; walk; sit; use hands to finger, handle or feel; reach with hands and arms, and perform repetitive motions of the wrists and hands.  The employee is occasionally required to stoop and kneel.  The employee occasionally lifts and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.  The employee is required to have visual acuity to operate computer and telephone equipment.

We're an established software and services company focused on supporting local governments across the U.S. You'll be part of a collaborative team that values technical curiosity, service excellence, and the satisfaction of a job well done.

We offer:

1. Competitive compensation + commission
2. Flexible time off and paid holidays
3. 401K with company match
4. Comprehensive medical, dental, and vision insurance (including HRA option with company contribution)
5. Company-paid life, AD&D, short-term, and long-term disability insurance
6. Comprehensive benefits package
7. Work-from-home flexibility
8. Collaborative and mission-driven team
9. Opportunity to shape the future of GovTech

For more information about Cott Systems, please visit our website

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

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