Customer Support Analyst

AbsenceSoft

12d • Remote

About The Position

We're seeking a Customer Support Analyst I to join our team and deliver exceptional front-line support to our customers. In this role, you'll be the first point of contact for customers navigating our leave management platform, helping resolve their questions with empathy, clarity, and expertise. If you're passionate about creating positive customer experiences and eager to grow your technical support skills, we'd love to hear from you.

Requirements

• Bachelor's degree in Business, Communications, Technology or related field, or equivalent experience
• 1–3 years of experience in customer support, help desk, or client-facing technology role
• Strong communication and interpersonal skills with the ability to explain technical solutions clearly
• Proven problem-solving and organizational abilities
• Customer-first mindset with empathy, patience, and strong attention to detail
• Adaptable, eager to learn, and collaborative in a dynamic team environment
• Ability to learn technical systems quickly and follow through on commitments

Nice To Haves

• Exposure to SaaS or HR technology solutions
• Experience with ticketing systems such as Zendesk or Salesforce Service Cloud

Responsibilities

• Resolve customer inquiries independently via phone, email, and chat with clear, empathetic communication that ensures customer understanding of issues and resolutions
• Troubleshoot and resolve customer issues across low to medium complexity product areas, utilizing established resources and documentation effectively
• Document comprehensive case resolutions, root causes, and follow-ups in the ticketing system to support knowledge capture and trend analysis
• Contribute to internal and customer-facing knowledge base by capturing solutions during case resolution and identifying documentation gaps
• Escalate appropriately when issues exceed scope, providing clear context and evidence-based rationale for escalations
• Manage standard customer frustrations independently, de-escalating situations using established techniques while seeking guidance for highly charged interactions
• Apply feedback constructively to strengthen product knowledge, communication effectiveness, and troubleshooting capabilities

Benefits

• Impact that matters. You’ll do work that shapes the future of the modern workplace
• Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.
• Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
• Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees