Customer Support Analyst

Descripción del puesto

You will have: Fluent professional English, both written and spoken. Strong listening and comprehension skills, including the ability to understand a customer's underlying question. Experience in customer service, customer support or service operations. Strong problem-solving skills and the ability to investigate before reaching a conclusion. Excellent attention to detail and accuracy. Comfortable working in spreadsheets and data exports — able to sort, filter, compare and spot-check data using tools like Excel (e.g. pivot tables, VLOOKUP/XLOOKUP, basic formulas) to support investigation. The ability to explain data or technical issues in plain language. Strong ownership and the ability to manage work through to completion. The ability to learn unfamiliar software, data concepts and business processes quickly. Confidence working independently while asking focused questions when needed. The ability to collaborate across teams, cultures and time zones. What success looks like Within the onboarding period, you will be able to: Manage routine tickets accurately with decreasing supervision. Produce clear customer responses requiring minimal correction. Identify likely causes and provide supporting evidence. Create complete and actionable technical escalations. Validate that completed work resolves the customer's original request. Keep ticket records and customer associations accurate. Recognise blockers and escalate them early. Apply previous learning to new but comparable customer situations. Independently distinguish between a data quality issue, a system issue and a user error when investigating a ticket.