Customer Support Analyst

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

📋 Description

• Prioritize, assess, and escalate client inquiries, issues, and incidents in accordance with established SLAs.

• Organize and facilitate technical training sessions for clients.

• Develop and maintain documentation that is focused on client needs.

• Ensure accurate and up-to-date client information is maintained and communicated to internal teams.

• Build and nurture client relationships by participating in meetings, understanding their needs, and suggesting solutions that align with Buckhill’s offerings.

• Schedule and lead regular customer support meetings.

• Record and distribute minutes from meetings.

• Stay informed about the company’s products and services and share this knowledge.

• Engage in ad-hoc client support and educational calls.

• Keep informed about client businesses and relay this information internally.

• Encourage the use of the self-service knowledge base.

• Utilize AI-powered tools for ticket triage, knowledge-base searches, response drafting, documentation, meeting summaries, and client reporting.

• Clarify Buckhill’s AI-driven automation behavior and differentiate automation exceptions from actual product defects.

• Recognize recurring ticket trends and manual processes that could benefit from automation or enhancements to the knowledge base.

⛳️ Requirements

• Minimum of 3 years of experience in customer support or client-facing positions, ideally within PaaS or technology settings.

• Exceptional communication and interpersonal abilities, with a talent for building rapport and trust with clients.

• Strong organizational capabilities and the ability to manage multiple tasks simultaneously while maintaining attention to detail.

• Demonstrated capacity to comprehend technical products and articulate complex concepts to clients in a clear and accessible manner.

• Dedication to data precision and upholding high standards in client record maintenance.

• Self-driven and capable of working independently in a remote-first work environment.

• Strong problem-solving abilities with a proactive mindset for identifying and addressing client challenges.

• Ability to remain composed and professional under pressure, particularly in handling escalated issues or challenging client interactions.

• Proficiency in using AI-powered support tools and reviewing/editing AI-generated drafts for accuracy and tone.

• Familiarity with AI-driven automation, including automated underwriting, intelligent claims workflows, and exception management.

• Ability to maintain confidentiality of data while using AI/automation tools.

🏝️ Benefits

• Option for remote work

• Continuous learning opportunities

• Investment in employee growth

• Remote-first work environment

• Global, diverse, and multicultural team