Customer Support Analyst

Job Summary

Working in a hybrid environment, the full-time Customer Support Analyst will manage a daily Zendesk ticket queue, provide technical troubleshooting for enterprise clients, and communicate incident updates while collaborating with internal teams.

Key responsibilities

• Own and manage Zendesk ticket queue, ensuring timely responses and resolutions for client inquiries
• Evaluate and troubleshoot complex UI bugs and data discrepancies, documenting findings and escalating issues as necessary
• Draft and publish incident communications regarding platform health and system outages to keep clients informed

Required qualifications

• Experience with coding/scripting languages such as SQL or Python
• Proficiency in using Zendesk for ticket management, along with familiarity with JIRA, Salesforce, and Confluence
• Background in data verification and digital tracking/pixel creation
• Exceptional written communication skills, particularly in translating technical concepts for clients
• Strong analytical and critical thinking skills to address complex customer inquiries