Dcx It Support Analyst

**Responsibilities include**:- Act as a single point of contact for customer inquiries- Demonstrates basic knowledge of customer base, market channels and products- Effectively uses techniques, skills, equipment, procedures, and materials to answer inquiries accurately and completely- Responds to and documents proper information into service now, for all customer inquiries or complaints- Communicates effectively in a clear and understandable manner- Responsible for providing excellent service support for external and internal customers- Effectively identifies and evaluates solution options before making decision in a timely manner. Ability to recognize when escalation may be necessary- Researches and resolves customers' complaints timely and effectively- Act as a trusted advisor to customers, taking ownership of various (systems, product, etc.) inquiries and manage proactive communication effectively- Maintain high-level professional communication skills, delivering an exemplary level of Customer Service- Manage routing of inquiries to appropriate internal support teams- Manage customer inquiries with internal sales (inside/outside) teams and provide timely responses to customer**Knowledge, Skills and Abilities**:- BA/BS in Information Systems or related area plus 2 years related experience.- Excellent troubleshooting, problem solving and project management skills for internal technical consulting with other Emerson Groups and Divisions- Strong analytical and organizational skills, along with strong verbal and written communication skills- High degree of self-motivation and a passion for excellence in customer service- Self-managed sense of urgency- Position requires off-hours and on-call support- Excellent interpersonal skills, empathetic, able to balance compassion with know-how and tackle challenging situations- Ability to analyze problems, identify root causes and suggest viable solutions- Ability to work efficiently, multitask and prioritize tasks effectively