Job Summary:

We are seeking a detail-oriented and customer-focused Customer Support Analyst to join our support team. In this role, you will serve as the first point of contact for users, helping to resolve technical and non-technical issues, analyze support trends, and improve customer satisfaction. You’ll play a critical role in ensuring users have a positive experience with our products and services.

Key Responsibilities:

• Respond promptly to customer inquiries through email, chat, phone, or ticketing systems
• Troubleshoot product or service issues by gathering information, replicating problems, and providing clear solutions
• Escalate complex issues to relevant internal teams (e.g., Engineering, Product) as needed
• Analyze support data to identify trends, recurring issues, and areas for improvement
• Maintain up-to-date knowledge of company products, services, and policies
• Document customer interactions, common problems, and resolutions in the support knowledge base
• Contribute to process improvement initiatives and help refine support workflows
• Ensure customer feedback is captured and communicated to relevant departments
• Monitor and meet SLAs, KPIs, and other performance metrics

Required Skills & Qualifications:

• Bachelor’s degree or equivalent experience in Business, IT, or related field
• Proven experience in a customer support, helpdesk, or service desk role
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Familiarity with customer support tools such as Zendesk, Freshdesk, Salesforce, or similar
• Ability to work in a fast-paced environment while maintaining high attention to detail
• Empathetic, patient, and customer-first mindset

Preferred Qualifications:

• Experience in SaaS or technology-driven environments
• Basic understanding of APIs, databases, or technical systems
• Knowledge of CRM or ticketing systems reporting and analytics
• Multilingual abilities are a plus