The Client Support Analyst acts as the initial point of contact for clients seeking assistance and oversees the initial triage, troubleshooting, escalation, and resolution of customer issues.
This role involves engaging with clients to address inquiries regarding products and implemented solutions, as well as troubleshooting and resolving issues while upholding high standards of customer service. Candidates must possess strong communication skills, and a curious solution-oriented mindset, ensuring that clients feel valued and respected. Moreover, Client Support Analysts are expected to be familiar with Linux systems, the basics of SQL, and Python or Perl scripting.
In addition to basic technical expertise, maintaining strong relationships with clients is crucial for fostering client loyalty and promoting product adoption. Successful candidates must demonstrate excellent time management, relationship-building, and organizational skills.
Hours:8:00 AM to 5:00 PM ET, Monday through Friday
JOB RESPONSIBILITIES
- Provide excellent customer service to BlueMatrix clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with BlueMatrix’s values.
- Respond to client inquiries submitted via BlueMatrix’s support portal, email, and phone
- Identify, evaluate, and diagnose basic technical issues reported by clients related to the BlueMatrix’s software solutions.
- Prioritize a support activity based on customer impact and manage time effectively to meet client needs.
- Collaborate with peers to efficiently deliver issue resolution.
- Route complex issues to higher level resources for resolution, as required.
- Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the BlueMatrix’s ticketing system.
- Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the BlueMatrix’s proprietary software.