To deliver high-quality client support, the full-time Client Support Analyst will manage and resolve client support cases remotely, utilizing technical skills and effective communication to ensure a seamless support experience.
Key responsibilities
Owns client support cases from intake through resolution, ensuring adherence to service level objectives and defined procedures Conducts structured troubleshooting and communicates timely updates to clients regarding active cases and outages Applies knowledge of the platform and relevant tools to diagnose issues, perform basic configurations, and contribute to documentation and knowledge sharing Required qualifications Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience 1+ years of experience supporting enterprise B2B SaaS applications in a technical support or similar role Ability to query and analyze data using SQL or equivalent database query tools Working knowledge of at least one scripting or markup language (e.g., JavaScript, XML) for troubleshooting Experience navigating complex SaaS platforms, configurations, and integrations
Experience: 1 year required