Client Support Analyst

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

📋 Description

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

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

• Address client inquiries through BlueMatrix’s support portal, email, and phone.

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

• Prioritize support tasks based on customer impact and effectively manage time.

• Collaborate with colleagues to efficiently resolve issues.

• Direct complex problems to higher-level resources as necessary.

• Collect and document client issue information and log customer communications in the ticketing system.

• Maintain records of resolved issues.

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

• Deliver exceptional customer service to clients, teammates, and cross-functional peers.

⛳️ Requirements

• Minimum of 1 year experience in technical support or a client-facing role in a technology environment.

• Strong interpersonal and phone communication skills, with the ability to actively listen, demonstrate empathy, and maintain a professional demeanor during live customer interactions.

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

• Keen attention to detail in capturing essential technical and client information throughout the support process to ensure accurate and consistent issue resolution.

• Proven ability to manage multiple client issues simultaneously while effectively prioritizing tasks and managing time in a dynamic environment.

• Comfortable using support ticketing systems (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.

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

• Basic understanding of SQL (writing and executing simple queries).

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

🏝️ Benefits

• Competitive Compensation (based on experience)

• Health Care Plan

• Generous Vacation/Personal Days

• Generous Referral Program

• Hybrid / Remote work arrangement