Technical Support Analyst - Tier 1 (6 Month FTC)
Core
First point of contact for post-sale client interactions, managing community portals, and resolving standard technical, billing, and moderation requests for US clients.
Role type
Tier 1 Technical Support Analyst
Builds
Resolves client tickets and inquiries via email and community portal
Domain
SaaS / Customer Support
Deliverable
client delivery
Required skills
English (fluent to advanced business), technical troubleshooting, billing inquiries, ROI reporting, moderation guidelines, community portal management, client communication, prioritization
Preferred skills
B2B or B2C customer service experience, additional languages
Technologies
Community portal, email ticketing systems
Responsibilities
Receive and resolve inbound client requests, analyze semi-complex problems, maintain client loyalty, write standards and guidelines, educate internal departments on systems and processes
Seniority
Entry-level / Individual Contributor