Client Support Analyst

Pereview Software•Dallas, TX

About The Position

Join Our Growing Team at Pereview Software: Client Support Analyst Are you analytical, detail-oriented, and passionate about helping companies drive the most value from Pereview? Do you thrive in a fast-paced, collaborative environment where your work directly contributes to our client’s success? Pereview Software is looking for a Client Support Analyst to join our high-performing team. In this pivotal role, you will serve as the vital link between our clients and our internal teams to ensure our clients are able to fully utilize Pereview by resolving issues as quickly as possible, providing training and sharing our training and enablement materials. If you're someone who enjoys problem-solving, thrives on organization, and has a knack for engaging and collaborating with clients we’d love to meet you. What You’ll Be Doing: You’ll play a hands-on role with clients by meeting service-level agreements (SLAs), enhancing product usability, and serving as both a technical troubleshooter and a trusted advisor. Leveraging your technical expertise and exceptional communication skills, you will deliver world-class support and empower clients to realize the full value of our platform. This includes: Taking a first pass on all client submitted support tickets Managing a queue of multiple tickets across our expanding client base Diagnosing and resolving technical issues across APIs, integrations, and platform features Managing situations that require real-time solutions and set clear expectations on resolution plans Collaborating with internal and external stakeholders to drive resolutions Delighting clients and driving positive CSAT scores Escalating complex issues to engineering or technical teams while maintaining ownership of client communication Building and sustaining strong relationships with cross functional departments Documenting solutions and contribute to a knowledge base for self-service support You’ll Excel in This Role If You Are: A self-starter who takes initiative and thrives in a results-driven environment Someone who is inquisitive about data and technology A strong communicator who can translate technical issues into actionable solutions A natural problem solver Someone who is enthusiastic, willing to learn quickly and eager to drive client engagement

Requirements

2+ years of experience in technical support or client success roles
Excellent problem-solving skills with the ability to diagnose and resolve technical issues quickly
Clear and empathetic communication skills, both written and verbal with a client-first mindset
Experience with ticketing and CRM systems (e.g., Zendesk, HubSpot, Wrike, Jira, ServiceNow)
Strong understanding of SLAs and experience managing client expectations
Ability to work independently while collaborating effectively with cross-functional teams
Bachelor’s degree (business or finance preferred)

Nice To Haves

Previous experience in a client-facing role with enterprise clients
Knowledge of web technologies (APIs, cloud platforms, databases, networking)
Experience supporting SaaS clients with complex integrations
Commercial Real Estate or Asset Management experience

Responsibilities

Taking a first pass on all client submitted support tickets
Managing a queue of multiple tickets across our expanding client base
Diagnosing and resolving technical issues across APIs, integrations, and platform features
Managing situations that require real-time solutions and set clear expectations on resolution plans
Collaborating with internal and external stakeholders to drive resolutions
Delighting clients and driving positive CSAT scores
Escalating complex issues to engineering or technical teams while maintaining ownership of client communication
Building and sustaining strong relationships with cross functional departments
Documenting solutions and contribute to a knowledge base for self-service support