lever
Client Support Analyst
BlueMatrix
Remote, USA
Full-time
Entry
Remote
Discovered 1 weeks ago
Free
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- Provide excellent customer service to BlueMatrix clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with BlueMatrix’s values.
- Respond to client inquiries submitted via BlueMatrix’s support portal, email, and phone
- Identify, evaluate, and diagnose basic technical issues reported by clients related to the BlueMatrix’s software solutions.
- Prioritize a support activity based on customer impact and manage time effectively to meet client needs.
- Collaborate with peers to efficiently deliver issue resolution.
- Route complex issues to higher level resources for resolution, as required.
- Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the BlueMatrix’s ticketing system.
- Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the BlueMatrix’s proprietary software.
- 1+ year of experience in technical support or a client-facing role within a technology environment.
- Strong interpersonal and phone communication skills, with the ability to listen actively, convey empathy, and maintain a professional tone during live customer interactions.
- Clear and concise written communication skills, including the ability to document case history, summarize technical findings, and escalate issues effectively for internal teams.
- Diligent attention to detail in capturing key technical and client information throughout the support process to ensure accurate and consistent issue handling.
- Demonstrated ability to manage multiple client issues simultaneously while effectively prioritizing tasks and managing time in a fast-paced environment.
- Comfortable using support ticketing platforms (e.g., Salesforce, Zendesk, Jira).
- Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high speed internet connection.
- Good understanding of: - Linux (navigating, file structure, basic commands, connecting to databases) - SQL (writing and executing basic queries) - Python and/or Perl scripting (debugging and applying minor updates)
- Basic understanding of systems and applications and aptitude to learn quickly.
- Patient and empathetic demeanor in high-pressure situations.
- Follows structured troubleshooting and escalates when needed.
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