Customer Support Analyst

About the role

We are seeking a proactive Customer Support Analyst to serve as the first point of contact for our software clients. In this role you will answer product‑related questions, troubleshoot issues, and ensure a high‑quality support experience while representing client needs.

Key responsibilities

• Provide first‑line (L1) support via phone and ticketing system for software users.
• Conduct initial troubleshooting, document interactions, and follow established help‑desk procedures.
• Escalate and coordinate with internal teams to resolve technical issues promptly.
• Lead conference calls with clients during complex troubleshooting sessions.
• Maintain accurate records in the Customer Support Ticket Tracking System.
• Deliver timely feedback and ensure issues are resolved to client satisfaction.

Required profile

• Strong verbal and written communication skills in English.
• Proven experience in a help‑desk or customer support role, preferably in software support.
• Ability to work collaboratively with diverse teams and manage multiple priorities.
• Professional, honest, and customer‑focused attitude.

Required skills