Customer Support Analyst

Job Summary

Detail-oriented and customer-focused, the full-time Customer Support Analyst will manage incoming support tickets, troubleshoot issues, and ensure a seamless experience for users on the platform while working remotely.

Key responsibilities

• Manage and respond to incoming customer support tickets in Salesforce with high quality and timeliness
• Troubleshoot and resolve customer issues related to the platform, escalating complex cases as needed
• Document customer interactions and resolutions accurately, and contribute to the maintenance of internal knowledge resources

Required qualifications

• 1-3 years of experience in a customer support or technical support role, preferably with ticketing systems like Salesforce
• Ability to manage multiple open tickets simultaneously while maintaining attention to detail
• Comfortable working independently in a fully remote environment
• Familiarity with biopharma, drug discovery, or R&D outsourcing is a plus
• US-based business hours availability required