Key ResponsibilitiesProvide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.Collaborate with Product, Engineering, and QA teams to escalate bugs and share customer feedback.Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.Support onboarding and configuration processes in partnership with Customer Success.Contribute to incident response and help manage client communications when major issues arise.Proactively suggest improvements to documentation, tools, and internal support processes.What We9re Looking For24 years'' experience in a SaaS support or customer service roleHands-on experience using Zendesk (or similar platforms) to manage support queues.Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.Clear, empathetic communicator who can explain technical topics to non-technical audiences.A team player with a growth mindset and a passion for helping customers succeed.Nice to HaveExposure to martech platforms, content systems, or workflow automation tools.Experience supporting enterprise clients or assisting with onboarding and integrations.Basic scripting or SQL knowledge.Please noteOnly shortlisted candidates will be contacted. #J-18808-Ljbffr
Job Title
Customer Support Analyst