Masonite

  • Customer Support Analyst

    Job Location USA-Tampa
    Posted Date 2 months ago(2/28/2018 5:12 PM)
    ID
    2018-12550
  • Summary

    Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.


    At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.


    We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.


    Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.


    At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.


    We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.

    Responsibilities

    Masonite’s Digital Business Team supports Masonite’s digital tools, including configurators, pricing tool, in-house developed applications, compliance programs and special projects. We are looking for a Customer Support Analyst 1 who is forward thinking and ready to join the Digital Business Customer Support team in providing an extraordinary customer experience.

    The ideal candidate will be accountable to provide 1) excellent customer support, 2) transparent and timely communication to internal and external customers, and 3) identification and improvement of current internal customer support processes, including best practices for analytics. The Customer Support Analyst 1 will report directly to the E-Catalog Product Manager.

     

    • Communicate effectively and professionally with reporting managers, team members, users, and internal/external customers
    • Support internal and external customers with concerns or issues via electronic chat support sessions, emails, and/or in person following the defined SLA’s
    • Translate user requests, troubleshoot and resolve user-initiated discrepancies, and report internally
    • Complete issue testing and validation for defect identification of reported issues
    • Thoroughly document issues received from stakeholders in ticketing system
    • Report on issues identified by external and internal stakeholders/customers, and provide escalation where appropriate
    • Communicate issue ticket statuses and planned release dates as determined by the product owners
    • Create and share detailed and professional release notes with stakeholders in a timely manner
    • Create, maintain and share detailed and professional user documentation and training materials
    • Host and accurately document weekly customer calls, trainings and working sessions
    • Host and lead stakeholder meetings as needed
    • Interpret, create and share reports with stakeholders, on analytics gathered from reporting tools
    • Continuously share opportunities to improve the best practices on the customer support team
    • Effectively communicate & coordinate with development and project teams
    • Frequently work with business partners on customer engagement and adoption of Masonite’s digital tools
    • Frequent use of Microsoft Word, Excel, and PowerPoint

    Qualifications

    • Bachelors degree or equivalent work experience required
    • Experience with customer service/support required
    • Strong analytical, problem solving and critical thinking skills required
    • Strong computer literacy required
    • Strong presentation and analytical skills
    • Experience with training and documentation preferred
    • Experience working in analytics/reporting tools, databases, SQL
    • Experience in troubleshooting software applications and process problems
    • Proficiency with Microsoft Word, Excel, and PowerPoint

     

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