Customer Support Analyst

ROLE SUMMARY

As a Customer Support Analyst, you provide prompt and effective assistance to customers who are using our client’s product. You will be the first point of contact for customers who have questions or issues, and you will be responsible for resolving their problems quickly and efficiently. This role will report to the Customer Support and Onboarding Manager.

SCHEDULE: 8:30 AM – 5:30 PM Eastern Daylight Time (8:30 PM – 5:30 AM Philippine Local Time), Follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Respond to customer inquiries via phone, email, and chat in a timely and professional manner

·       Troubleshoot technical issues and provide solutions to customer problems

·       Escalate complex issues to senior team members or developers as needed

·       Maintain accurate records of customer interactions and resolutions

·       Collaborate with other teams within the company to identify and address customer needs

·       Contribute to the development and improvement of the company’s customer support processes and procedures

·       Assist customers in setting up projects in the company software

·       Learn about training and onboarding customers to assist the onboarding specialists

QUALIFICATIONS

·       A Bachelor’s degree in the related field is an advantage

·       Experience with customer support software (e.g., Zendesk, Jira) and other relevant tools, with the ability to quickly learn and understand new systems

·       Excellent communication skills in English (fluency in both verbal and written), with the ability to communicate clearly and effectively with customers and team members

·       Strong problem-solving skills and the ability to think creatively to find solutions to customer issues

·       Customer-oriented mindset with a core focus on delivering a world-class customer experience

·       Ability to multitask and prioritize tasks effectively in a fast-paced environment

·       Attention to detail and a commitment to accuracy in record-keeping and data entry

·       Experience in a multi-client environment

·       A self-motivated and proactive individual who is passionate about providing excellent customer service and is committed to helping customers succeed with the company’s product