Customer Support Analyst

Job Summary

To support customer satisfaction and issue resolution, the full-time remote Customer Support Analyst will manage customer tickets from intake to resolution, troubleshoot issues, and coordinate with internal teams as needed.

Key responsibilities

• Own and manage assigned customer tickets, ensuring timely resolution or proper escalation
• Troubleshoot customer-reported issues directly and communicate proactively about blockers and risks
• Produce reporting on ticket volume and trends to provide visibility into team performance

Required qualifications

• At least 2 years of hands-on experience working with service management systems such as Jira Service Management or Zendesk
• Proven track record of independently resolving customer issues with sound judgment on escalation
• Direct experience working within agile processes, including familiarity with kanban and ticket management
• Ability to manage ambiguity and shifting priorities effectively
• Associate's or Bachelor's degree in a related field, or equivalent professional experience