Customer Support Analyst (Remote)

Customer Support Analyst (Remote, US)

We are seeking a detail-oriented and technically skilled Customer Support Analyst to join our Customer Success team. In this role, you will provide responsive and effective support to our customers, analyze support trends, and help improve customer engagement strategies. The ideal candidate will have a passion for problem-solving, technical acumen, and a drive to deliver excellent customer experiences.

This role involves:

• Managing and resolving customer inquiries and tickets using Zendesk. 
• Running basic SQL queries and working with data in BigQuery to analyze customer interactions and troubleshoot technical issues.
• Collaborating with the Manager of Customer Support and Operations to identify trends in customer needs and engagement.
• Supporting the Customer Success team by providing actionable insights to improve customer satisfaction and engagement.

Key Responsibilities

• Respond to customer support inquiries through a ticketing system, ensuring timely and high-quality resolutions.
• Execute basic SQL queries to access and interpret data in BigQuery for troubleshooting and reporting.
• Manages and reviews customers usage in relationship to billing and the contractual terms 
• Assists in establishing client credentials and access to API, documentation and to the UI
• Collaborate with internal teams to escalate complex issues and ensure customer concerns are addressed.
• Monitor and analyze support tickets to identify recurring issues and trends.
• Partner with Customer Support Management to develop strategies for improving processes and reducing ticket volume.
• Create and maintain documentation for internal processes and customer-facing resources.
• Assists in assembling client deliverables to include QA and analysis on files pre and post-delivery
• Assist the Customer Success team by providing insights on customer engagement and retention strategies.

Qualifications

Required Skills and Experience:

• 2+ years of experience in a customer support or analyst role, ideally in the insurance or SaaS industry.
• Strong problem-solving skills and a customer-first mindset.
• Proficiency in SQL for running queries and troubleshooting data-related issues.
• Familiarity with BigQuery or similar data warehouse tools
• Technical acumen and ability to learn new tools and systems quickly.
• Strong analytical skills with a keen eye for identifying trends in data.
• Excellent written and verbal communication skills.

Preferred Skills:

• Experience with Zendesk or similar customer support platforms.
• Background in insurance or customer-facing roles in a SaaS company.
• Demonstrated ability to work cross-functionally in a collaborative environment.
• Experience with creating customer-facing documentation or knowledge base content.

Personal Attributes

• Highly organized and detail-oriented with the ability to prioritize and manage multiple tasks.
• Eager to learn and adapt in a fast-paced environment.
• Empathetic and customer-focused, with a passion for delivering an exceptional customer experience.