Deskripsi Pekerjaan
Are you a analytical thinker with a passion for delivering exceptional customer experiences? Our team is looking for a proactive Customer Support Analyst to join us on a remote contract basis. In this role, you won't just be answering tickets—you will be the bridge between our customers and our product team, using data-driven insights to solve complex issues and drive process improvements.
We are seeking a high-energy professional who thrives in a fast-paced environment and is comfortable leveraging technology to optimize support workflows. If you are a problem-solver who enjoys working remotely and values autonomy and accountability, this is the perfect opportunity to advance your career.
Tanggung Jawab
- Manage and resolve high-priority customer inquiries through multiple channels (email, chat, and ticketing systems).
- Analyze support data to identify recurring trends, pain points, and opportunities for product enhancement.
- Maintain a deep understanding of our product features to provide accurate, timely technical guidance.
- Collaborate with cross-functional teams to escalate critical bugs and provide user-feedback loops.
- Develop and maintain internal knowledge base articles and troubleshooting documentation.
- Meet or exceed established KPIs regarding response time, resolution accuracy, and customer satisfaction.
- Proactively suggest workflow improvements to enhance overall team efficiency.
Kualifikasi
- Proven experience as a Customer Support Analyst, Technical Support Specialist, or in a high-volume help desk role.
- Strong analytical skills with the ability to interpret data and translate it into actionable insights.
- Exceptional verbal and written communication skills in English.
- Demonstrated proficiency in CRM software (e.g., Zendesk, Salesforce, Freshdesk) and ticketing workflows.
- Experience working in a remote environment with excellent time management capabilities.
- A proactive mindset with the ability to troubleshoot independently.
- Strong background in data entry and attention to detail.