Client Support Analyst

Job Summary

Working remotely in a full-time capacity, the Client Support Analyst II will deliver high-quality client support by managing cases from intake to resolution, conducting technical investigations, and maintaining effective communication with clients and internal teams.

Key responsibilities

• Owns client support cases, conducting structured troubleshooting and escalating issues as necessary
• Serves as a client-facing point of contact, providing timely updates and managing expectations throughout the case lifecycle
• Applies technical knowledge of the platform to diagnose issues and executes basic configurations as needed

Required qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
• 1+ years of experience in technical customer support or application support roles in B2B SaaS
• Strong understanding of relational databases with the ability to write basic SQL queries for troubleshooting
• Experience with queue-based work in platforms such as Salesforce or ServiceNow
• Proficiency in JavaScript or XML for troubleshooting purposes