Customer Support Analyst Jobs

Job Summary:

As the founding member of the Client Support organization, you will have a unique opportunity to set the tone for the organization, helping us to deliver high-quality post-sales support and solutions to our customer base while serving as an advocate for customer needs. You will receive support and training from the founders of the organization while helping them to stay informed on client needs with respect to our evolving products and solutions.

As the primary point of contact for clients, you will be responsible for facilitating relationships between external clients and our internal leadership by running our proprietary client management playbook and escalating issues to management on a diverse set of client situations.

Key Responsibilities:

• Supporting data collection and documenting solutions using a standard playbook
• Managing ad-hoc project milestones using standardized project plans
• Taking meeting notes and entering them to the company’s CRM
• Assisting with client-specific communication to sales prospects using standardized workflow
• Facilitating regular meetings with clients via phone, email, and Teams
• Providing dependable and timely resolution of service-related questions
• Proactively identifying issues that require escalation, technically or strategically, and escalating accordingly
• Acting as a client advocate by prioritizing and tracking issues
• Creating pre-defined reports on a monthly cadence, reviewing data for accuracy and preparing company leadership for monthly client meetings

Required Skills:

• Basic problem solving skills
• Advanced proficiency in written and spoken English, foreign language skills a plus but not required
• Basic understanding of CRMs and why businesses use them
• Willingness to follow instructions and follow through on tasks to completion
• Basic time management skills and a desire to learn advanced project management techniques

Success Attributes:

• Positive, proactive attitude
• Desire to ensure customer satisfaction
• Responsive and deadline oriented
• Ability to multitask efficiently under time pressure
• Interest in process improvement and technology enablement
• Organized with proven ability to pay attention to details