Customer Support Analyst

Customer Support Analyst

• Are you a customer service enthusiast who loves solving complex problems?
• Do you have a keen eye for detail and excellent analytical skills?
• Would your friends describe you as a self-starter who takes pride in your work and enjoys collaborating with others?

If so, we have an exciting opportunity for you at The Greentree Group! WHO WE ARE The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what’s possible. What sets us apart is our commitment to excellence and our passion for the work we do. At The Greentree Group, we are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us. Whether it's helping our clients achieve their goals, developing innovative solutions to complex problems, or giving back to the community, we are dedicated to making a positive impact. We also believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being. Whether you're a seasoned expert or just starting out in your career, if you're passionate about technology, committed to excellence, and eager to take on new challenges, we want to hear from you! ABOUT THE OPPORTUNITY As a Customer Support Analyst, you will have the opportunity to work with cutting-edge technologies and collaborate with a talented team of professionals. Your role will be critical in supporting our Client in Reynoldsburg, OH. Join us and be part of our mission to make a difference! SOME RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Provide Enterprise Customer Service Center support through inbound calls and email inquiries, ensuring customer needs are addressed promptly and effectively.
• Provide authoritative guidance on system functionality and business processes.
• Analyze customer inquiries to identify root causes and provide client-approved solutions.
• Manage support cases and related tactical activities, including documentation review, validation, and follow-up.
• Ensure accurate, consistent, and thorough documentation of customer interactions, issues, resolutions, and related activities.
• Identify recurring issues and trends as inputs to propose system- or process-related enhancements.
• Collaborate with team members to support consistent and effective customer service.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree in a related field. Experience in lieu of degree may be considered. 
• Minimum one (1) year experience in a business environment.
• Strong customer service and support skills.
• Excellent written and oral communications skills.
• Ability to work well independently and collaboratively in a fast-paced environment.
• Strong analytical skills, including the ability to assess complex issues, interpret data, identify trends, and conduct troubleshooting.
• Candidates must be U.S. Citizens.

DESIRED QUALIFICATIONS:

• Previous experience in a Consulting or Analyst role, with a focus on business analysis, operations, or workflow enhancement.
• Experience with help desk, ticket management, CRM, or other customer support platforms.
• Experience with issue escalation, resolution, and de-escalation techniques.
• Proficiency in Microsoft Office including Excel and Word.

We believe in fostering a positive, inclusive culture that values diversity, teamwork, and personal growth. With opportunities for advancement and a supportive community of colleagues, The Greentree Group is the perfect place to build your career. Learn more about us at www.greentreegroup.com. Please note that this role may require a National Agency Check (NAC) and/or background check, and relocation assistance is not available at this time. Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran. Compensation / Salary Range: Greentree adheres to federal, state, and local regulations. This is a Full-Time, Salary, Exempt position. The following salary range is what we reasonably expect to pay but is contingent and subject to a variety of factors, including but not limited to years of experience, education, certification(s), training, specialized skills, responsibilities, etc. Salary Range: $45,000 to $55,000 Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance.

• Are you a customer service enthusiast who loves solving complex problems?
• Do you have a keen eye for detail and excellent analytical skills?
• Would your friends describe you as a self-starter who takes pride in your work and enjoys collaborating with others?

If so, we have an exciting opportunity for you at The Greentree Group! WHO WE ARE The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what’s possible. What sets us apart is our commitment to excellence and our passion for the work we do. At The Greentree Group, we are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us. Whether it's helping our clients achieve their goals, developing innovative solutions to complex problems, or giving back to the community, we are dedicated to making a positive impact. We also believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being. Whether you're a seasoned expert or just starting out in your career, if you're passionate about technology, committed to excellence, and eager to take on new challenges, we want to hear from you! ABOUT THE OPPORTUNITY As a Customer Support Analyst, you will have the opportunity to work with cutting-edge technologies and collaborate with a talented team of professionals. Your role will be critical in supporting our Client in Reynoldsburg, OH. Join us and be part of our mission to make a difference! SOME RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Provide Enterprise Customer Service Center support through inbound calls and email inquiries, ensuring customer needs are addressed promptly and effectively.
• Provide authoritative guidance on system functionality and business processes.
• Analyze customer inquiries to identify root causes and provide client-approved solutions.
• Manage support cases and related tactical activities, including documentation review, validation, and follow-up.
• Ensure accurate, consistent, and thorough documentation of customer interactions, issues, resolutions, and related activities.
• Identify recurring issues and trends as inputs to propose system- or process-related enhancements.
• Collaborate with team members to support consistent and effective customer service.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree in a related field. Experience in lieu of degree may be considered.
• Minimum one (1) year experience in a business environment.
• Strong customer service and support skills.
• Excellent written and oral communications skills.
• Ability to work well independently and collaboratively in a fast-paced environment.
• Strong analytical skills, including the ability to assess complex issues, interpret data, identify trends, and conduct troubleshooting.
• Candidates must be U.S. Citizens.

DESIRED QUALIFICATIONS:

• Previous experience in a Consulting or Analyst role, with a focus on business analysis, operations, or workflow enhancement.
• Experience with help desk, ticket management, CRM, or other customer support platforms.
• Experience with issue escalation, resolution, and de-escalation techniques.
• Proficiency in Microsoft Office including Excel and Word.

We believe in fostering a positive, inclusive culture that values diversity, teamwork, and personal growth. With opportunities for advancement and a supportive community of colleagues, The Greentree Group is the perfect place to build your career. Learn more about us at www.greentreegroup.com. Please note that this role may require a National Agency Check (NAC) and/or background check, and relocation assistance is not available at this time. Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran. Compensation / Salary Range: Greentree adheres to federal, state, and local regulations. This is a Full-Time, Salary, Exempt position. The following salary range is what we reasonably expect to pay but is contingent and subject to a variety of factors, including but not limited to years of experience, education, certification(s), training, specialized skills, responsibilities, etc. Salary Range: $45,000 to $55,000 Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance. Top Benefits
Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs
Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available)
Time Off: PTO, Flexible Schedules, Holidays and Paid Parental Leave: Work-life balance is important – we all enjoy some time off for rest and relaxation! Employees receive a very generous amount of PTO which is granted on start date, plus the ability for quick escalation to the next tier. Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave round out the work-life balance benefits.
Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets. Greentree is committed to paying the cost for job-related certifications and/or training programs. In conjunction with management/employee communication and discussions regarding performance and goals, employees are expected to seek out and pursue development opportunities to meet emerging organizational skill requirements in combination with their own personal growth needs. Greentree also makes job-related tuition reimbursement contributions for those in higher-level education programs.