Client Support Analyst III

Key Responsibilities

• Handle the hardest work in the pod. Raise the floor around you so the team needs you less, not more.
• Carry a ticket load of the most complex tickets in the pod’s queue while maintaining availability to accept in-team escalations from Analysts I through III.
• Accept and resolve escalated issues from the working group (Analysts I–III) that exceed their capability.
• Prioritize escalated issues over personal queue work.
• Resolve the most complex non-Escalation-Support issues in the pod, including advanced server administration, complex networking issues, cloud platform troubleshooting, multi-system diagnostic work, and security incident triage.
• Perform thorough root cause analysis on complex and recurring issues. Document findings and drive toward permanent resolution, not repeated band-aids.
• Maintain deep familiarity with client environments across the pod’s portfolio, including infrastructure configurations, known issues, change history, and client-specific nuances.
• Support complex user onboarding scenarios that exceed Analysts I-III capability, particularly for users with non-standard access requirements, executive-level configurations, or complex multi-system provisioning.
• Make the judgment call on when an issue should escalate to the Escalation Support team. Ensure every escalation that leaves the pod is complete, contextual, and actionable.

Mentorship & Capability Building

• Actively mentor Analysts at all levels within the pod.
• Conduct ticket reviews, provide real-time coaching during complex troubleshooting, and lead knowledge-sharing sessions within the team.
• Author and maintain advanced technical documentation in the knowledge base, including complex resolution paths, environmental configurations, and diagnostic procedures.
• Identify skill gaps within the pod and work with the Supervisor or CSM to develop targeted training or cross-training plans.

Client Communication

• Serve as a trusted technical contact for clients on the most complex issues.
• Confidence, clarity, and follow-through are essential.
• Participate in client operational reviews or meetings as directed by the CSM.

Operational Discipline

• Maintain accurate time entries on every ticket.
• Follow ticket handling standards and serve as the documentation quality standard-bearer for the pod.
• Identify operational inefficiencies, recurring issue patterns, and process improvement opportunities. Bring data-supported recommendations to the Supervisor or CSM.
• Participate in the on-call rotation as scheduled, serving as an escalation resource for the After-Hours support team and on-call Analysts I-III during assigned on-call windows.