Client Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary point of contact for clients seeking assistance.

• Conduct initial triage, troubleshooting, escalation, and resolution of customer issues.

• Address client questions concerning products and implemented solutions.

• Provide exceptional customer service to clients, teammates, and cross-functional colleagues.

• Respond to inquiries via the support portal, email, and phone.

• Identify, assess, and diagnose basic technical issues related to BlueMatrix software solutions.

• Prioritize support activities based on customer impact and manage time efficiently.

• Collaborate with colleagues to achieve effective issue resolution.

• Escalate complex issues to higher-level resources as necessary.

• Collect and document issue information, log customer communications, and maintain resolution records in the ticketing system.

• Author, edit, and enhance knowledge base articles, FAQs, and functional documentation.

• Cultivate client relationships, loyalty, and product adoption.

⛳️ Requirements

• Over 1 year of experience in technical support or a client-facing position within a technology environment.

• Strong interpersonal and phone communication abilities, with the capacity to listen actively, express empathy, and maintain a professional tone during live customer interactions.

• Clear and concise written communication skills, including the capability to document case history, summarize technical findings, and escalate issues effectively for internal teams.

• Meticulous attention to detail in capturing key technical and client information throughout the support process to ensure accurate and consistent issue handling.

• Proven ability to manage multiple client issues concurrently while effectively prioritizing tasks and managing time in a fast-paced environment.

• Comfortable utilizing support ticketing platforms (e.g., Salesforce, Zendesk, Jira).

• Ability to maintain consistent productivity while working remotely, with access to a quiet workspace and a reliable high-speed internet connection.

• Solid understanding of Linux (navigating, file structure, basic commands, connecting to databases).

• Fundamental understanding of SQL (writing and executing basic queries).

• Basic understanding of Python and/or Perl scripting (debugging and applying minor updates).

• Physical capability to stand, walk, talk, or hear, and frequently lift/move up to 10 pounds in a home or office environment.

🏝️ Benefits

• Competitive Compensation (based on experience)

• Health Care Plan

• Generous Vacation/Personal Days

• Generous Referral Program