Customer Support Analyst

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

📋 Description

• Address customer inquiries in English through chat, email, tickets, and other relevant channels.

• Efficiently resolve customer questions, complaints, and issues in a clear and professional manner.

• Follow up on cases until they are fully resolved.

• Escalate cases that exceed your scope to the appropriate teams, ensuring customers receive timely responses.

• Maintain a consistent tone that reflects the company's image.

• Develop support workflows from the ground up, including escalation and response protocols.

• Create and update canned responses, templates, and a knowledge base/FAQ.

• Document recurring issues and propose solutions or enhancements.

• Log all customer interactions systematically.

• Monitor response times, resolution times, and customer satisfaction metrics.

• Provide periodic reports to management regarding support volume and key issues.

• Relay customer feedback, recurring challenges, and suggestions for improvement to the company.

• Identify trends that may indicate broader product or process issues.

• Ensure confidentiality and proper management of customer information.

• Adhere to company security and data protection protocols.

• Assist in onboarding and training new agents as the team expands.

• Contribute to defining future team standards and best practices.

⛳️ Requirements

• Prior experience in customer service or support roles.

• Full professional proficiency in English, both written and spoken.

• Ability to work independently with minimal defined structure.

• Excellent communication and problem-solving abilities.

• Strong organizational skills and attention to detail.

• Flexibility to work a varied schedule depending on operational needs.

• Leadership qualities and a desire to progress into a coordinator role (preferred).

• Experience in structuring support processes or documentation (preferred).

• Familiarity with support tools and ticketing systems like Zendesk, Freshdesk, or Intercom (preferred).

• Willingness to work in the Australian time zone (preferred).

🏝️ Benefits

• Flexible schedule availability.

• Opportunity to advance into a leadership or coordinator role.

• Chance to contribute to the development of a new customer support operation and team.

• Potential to assist in onboarding and training new agents as the team grows.