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Customer Support Analyst

Overview, Education, Careers Types, Skills, Career Path, Resources

Customer Support Analysts help customers with issues, process orders, and provide information. They need good communication and problem-solving skills.

Average Salary

₹3,00,000

Growth

medium

Satisfaction

medium

Home/Careers/business commerce and management/customer support analyst
Functional Skills

Functional Skills are essential skills that help individuals perform tasks effectively in everyday life, work, and education.

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    Communication Skills
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    Problem-Solving
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    Product Knowledge
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    Empathy
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    Time Management
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    Technical Proficiency
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    Conflict Resolution
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    Adaptability
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    Data Analysis
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    Patience
Soft Skills

Communication, teamwork, and critical thinking to ensure seamless project execution.

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    Communication Skills
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    Problem-Solving
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    Empathy
    -
    Time Management
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    Adaptability
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    Stress Management
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    Technical Proficiency
Technical Skills

Technical Skills are specialized abilities and knowledge needed to perform specific tasks or functions.

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    Communication Skills
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    Problem-Solving Skills
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    Technical Proficiency
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    Customer Relationship Management (CRM)
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    Time Management and Organization
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    Adaptability and Flexibility
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    Basic understanding of Networking
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    Cloud Computing Concepts
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    Data Analysis and Reporting
Duties and Responsiblities

Task

95%

Analyze customer interactions and support data to identify trends and areas for improvement in customer service processes.

92%

Resolve complex customer issues through various channels (phone, email, chat) ensuring customer satisfaction.

90%

Document customer interactions and solutions accurately in the support database for future reference.

88%

Collaborate with cross-functional teams (e.g., product development, sales) to address customer concerns and escalate issues.

85%

Develop and maintain knowledge base articles and FAQs to empower customers to self-serve and resolve common issues.

82%

Monitor and respond to customer feedback and reviews on various platforms to improve service quality.

80%

Conduct customer satisfaction surveys and analyze results to identify areas for service improvement.

78%

Provide training and support to new customer support team members on processes and tools.

75%

Track and report on key customer support metrics (e.g., resolution time, customer satisfaction) to management.

72%

Identify and implement process improvements to enhance the efficiency and effectiveness of the customer support team.

Work Activities

95%

Engage with customers via phone, email, or chat to address inquiries and resolve issues.

92%

Diagnose and troubleshoot customer problems, providing effective solutions.

90%

Maintain detailed records of customer interactions and resolutions in CRM systems.

88%

Develop and maintain in-depth knowledge of products and services to assist customers.

85%

Gather customer feedback to identify areas for improvement in products and services.

82%

Identify and suggest improvements to customer support processes and workflows.

80%

Escalate complex issues to appropriate teams for advanced support.

78%

Participate in training sessions to enhance product knowledge and support skills.

75%

Monitor and evaluate customer interactions to ensure quality and consistency.

72%

Generate reports on customer support metrics and trends for analysis.

70%

Enforce company policies and procedures during customer interactions.

68%

Identify opportunities to cross-sell or upsell products and services to customers.

Detailed Work Profile

Interests