Client Support Analyst

Candidates must possess strong communication skills, and a curious solution-oriented mindset, ensuring that clients feel valued and respected.

Moreover, Client Support Analysts are expected to be familiar with Linux systems, the basics of SQL, and Python or Perl scripting.

In addition to basic technical expertise, maintaining strong relationships with clients is crucial for fostering client loyalty and promoting product adoption.

Successful candidates must demonstrate excellent time management, relationship-building, and organizational skills.

Hours:8:00 AM to 5:00 PM ET, Monday through Friday JOB RESPONSIBILITIES 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.

MINIMUM QUALIFICATIONS 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)