We are seeking a dedicated Support Analyst to join our team and provide exceptional support to our clients. In this role, you will act as a primary point of contact for customer inquiries, troubleshooting, and issue resolution, ensuring seamless operations and customer satisfaction. The ideal candidate will have a problem-solving mindset, technical aptitude, and a customer-first approach.
Responsibilities
- Act as the first line of support for customer inquiries via email, phone, or ticketing systems.
- Diagnose, troubleshoot, and resolve issues related to our solutions, including configuration and integration challenges.
- Escalate unresolved or complex cases to higher-tier support or technical teams while maintaining ownership of the issue.
- Monitor, track, and document all support cases and follow up with customers to ensure timely resolution.
- Collaborate with cross-functional teams to communicate recurring issues and contribute to product improvement.
- Assist in the development and maintenance of support documentation, FAQs, and training materials.
- Provide proactive support by identifying potential issues and suggesting solutions to prevent them.
- Deliver periodic status updates and reports on support activities to internal stakeholders.
Requirements
- Education: Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent experience.
- Experience: 1-3 years in a customer support or technical support role, preferably in SaaS or CRM environments.
- Technical Skills:
- Familiarity with Salesforce or similar CRM platforms is a strong asset.
- Basic understanding of SQL, APIs, and data integration workflows.
- Proficiency in Microsoft Office Suite and ticketing systems like Monday.com, Zendesk or ServiceNow.
- Soft Skills:
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Customer-focused attitude with a commitment to delivering exceptional service.
- Ability to manage multiple priorities and work under tight deadlines.
Why Join Us?
- Opportunity to work with a dynamic and collaborative team passionate about innovation in the public sector.
- Competitive salary and benefits package.
- Flexible work arrangements
- Professional development opportunities to enhance your skills and career growth.
- A supportive environment where your contributions make a real difference.
