We are looking for a detail-oriented and analytical Customer Support Analyst who can help us provide an outstanding customer experience while uncovering trends and opportunities to enhance our support operations.
The ideal candidate will handle customer inquiries, investigate issues, analyze support data, maintain documentation, and collaborate with internal teams to tackle recurring problems. We need someone who brings together strong customer service skills with analytical and problem-solving expertise.
Responsibilities:
- Respond to customer questions and support requests via email, chat, phone, and ticketing systems.
- Investigate customer issues and determine appropriate solutions or escalation procedures.
- Analyze support tickets and customer feedback to discover ongoing trends and issues.
- Monitor customer support metrics, such as response times, resolution times, ticket volume, and customer satisfaction levels.
- Prepare weekly and monthly reports for the support leadership team.
- Identify opportunities to enhance customer support processes and workflows.
- Update and maintain knowledge base articles, FAQs, and internal support documentation.
- Collaborate with Product, Engineering, Sales, and Operations teams to resolve complex customer challenges.
- Escalate technical or high-priority issues according to established protocols.
- Track and accurately document customer issues in CRM or ticketing systems.
- Assist in testing new support tools, processes, and product updates.
- Share feedback with internal teams based on customer experiences and support data.
Qualifications:
- 1 3 years of experience in customer support, customer success, technical support, operations, or a related field.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Keen attention to detail.
- Ability to juggle multiple customer requests and priorities.
- Comfortable working independently in a remote setting.
- Proficient in Microsoft Excel, Google Sheets, or similar spreadsheet tools.
- Familiarity with CRM or customer support platforms.
Preferred Qualifications:
- Experience with platforms like Zendesk, Salesforce, Intercom, HubSpot, ServiceNow, or similar tools.
- Experience in creating customer support reports and dashboards.
- Knowledge of SQL, data analysis, or business intelligence tools.
- Background working with SaaS or technology products.
- Understanding of customer experience metrics and support KPIs.
- Experience documenting technical issues for Product or Engineering teams.
Work-From-Home Requirements:
- Reliable high-speed internet connection.
- A quiet, professional workspace.
- A computer capable of running necessary business applications.
- Ability to participate in video meetings.
- Availability during scheduled working hours.
- Commitment to maintaining customer and company information securely while working remotely.
Compensation & Benefits:
- Annual salary ranging from $55,000 to $75,000.
- Fully remote work environment.
- Medical, dental, and vision insurance.
- 401(k) retirement plan.
- Paid time off and company holidays.
- [Performance bonus].
- [Home-office equipment stipend].
- Opportunities for professional development.
Remote Customer Support Analyst WFH in Virginia Beach at LifeTimeDealing
- Typical pay
- $39,520–$59,000
For context, most customer service representatives earn between $39,520–$59,000 a year according to Bureau of Labor Statistics wage data. What this particular role pays is set by the employer — check the description above.
This position is listed as full time and able to be worked remotely. It was posted last week.