Customer Support Analyst - Temporary Contract

DerbySoft • Barcelona, CT

1d • Hybrid

About The Position

The Customer Support Analyst is responsible for processing customer support tickets in accordance with SLA standards to ensure timely monitoring, response, and resolution of customer issues. This role provides 24/7 customer support, ensuring that the service is available to customers at any time. The position requires the collection and analysis of customer feedback, conducting proactive research through data analysis to continuously optimize service quality, and closely collaborating with team members to enhance customer satisfaction. As a position that directly reports to the Customer Success Manager within the Hospitality business customer support team, this role necessitates independent judgment to analyse and resolve customer issues with the core objective of maintaining customer relationships and ensuring effective fulfilment of customer needs. A qualified candidate must also be proficient in using relevant customer support tools, conduct preliminary checks and troubleshooting for customer issues, maintain accurate records, and support other daily operational tasks within the team.

Requirements

• Associate degree or above in Tourism, Hotel Management, Information Technology, or related fields.
• 1+ year of experience in customer support or a related field, familiar with customer service processes and ticket management systems, capable of independently completing assigned tasks.
• Proficient in using common customer support tools and software (e.g.: ticket management systems, CRM systems, etc.), with basic computer skills (e.g., using Excel for data processing and reporting) and logical analytical abilities to perform preliminary technical troubleshooting.
• Basic written and verbal communication skills in English, with the experience to handle inquiries and issues from English-speaking customers.
• Strong customer service awareness and frontline experience, able to listen to and understand customer needs/issues and provide corresponding immediate support.
• Experience in managing multiple different types of tasks and customer issues simultaneously.
• Good teamwork skills and communication experience, able to effectively communicate with team members to collaboratively achieve work objectives.
• Strong learning ability, capable of quickly adapting to new tools and processes, continuously improving personal professional skills.

Nice To Haves

• Familiarity with Jira, ServiceNow, CSP, and BeaconFire is preferred.

Responsibilities

• Monitor and process customer support tickets in a timely manner according to SLA standards, ensuring that customer issues receive prompt responses and resolutions.
• Provide round-the-clock customer support services, responding quickly to customer requests, investigating issues, and identifying appropriate internal and external contacts to take necessary actions, ensuring that customers receive the help they need at any time so as to enhance customer satisfaction.
• Proactively gather customer feedback and identify issues and trends through data analysis to provide a basis for service optimization.
• Utilize data analysis for proactive research, conducting basic issue investigations (incl: ARI inquiries/order queries), identifying potential problems, and proposing improvement suggestions to continuously enhance service quality.
• Determine the priority of requests based on defined criteria while handling multiple customer inquiries to maintain good customer relationships.
• Support daily data loading and pushing, manage, maintain, and update operational processes; proficiently use relevant customer support tools to conduct preliminary checks and troubleshooting for customer issues to ensure accurate and complete record.
• Participate in training as assigned by the company.

Benefits

• Competitive salary based on experience
• Peer recognition programs
• Free coffee! (To recharge your batteries)
• Working from home
• Casual work environment where teamwork is key
• Nice and comfy office at the city center (Diagonal)!
• Work with passionate experts who will share their knowledge and help you develop and grow!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree