Support Analyst
Core
Front-line technical support for customers, diagnosing issues, providing solutions, and ensuring seamless software experiences.
Role type
Support Analyst (Technical Customer Support)
Builds
Customer satisfaction and resolution for mission-critical software products
Domain
Software Support / Customer Success
Deliverable
client delivery
Required skills
Technical troubleshooting, root cause analysis, clear communication, documentation, knowledge base creation, trend identification, upsell opportunity identification, AI tool proficiency
Preferred skills
Prompt engineering, AI-assisted knowledge base maintenance, CRM/helpdesk AI integrations, SQL, databases, APIs, reporting tools, technical documentation creation
Responsibilities
Own assigned customer tickets from intake through resolution, diagnose and resolve functional/configuration/data/software issues, escalate complex issues with complete findings, communicate technical information clearly, deliver training on software applications, create and maintain knowledge-base content, identify recurring issues and product gaps, identify revenue or upsell opportunities, collaborate with cross-functional partners
Seniority
Mid-level, hands-on IC