Client Support Analyst
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Job Description
Client Support Analyst supporting BlueMatrix’s web applications for investment research and knowledge management. Troubleshooting client issues using Linux, SQL, and Python or Perl.
Responsibilities:
- Act as the initial point of contact for clients seeking assistance.
- Oversee the initial triage, troubleshooting, escalation, and resolution of customer issues.
- Respond to client inquiries via BlueMatrix’s support portal, email, and phone.
- Identify, evaluate, and diagnose basic technical issues related to BlueMatrix software solutions.
- Prioritize support activities based on customer impact and manage time effectively.
- Collaborate with peers to efficiently deliver issue resolution.
- Route complex issues to higher-level resources as required.
- Gather and document client issue information and log customer communications in the ticketing system.
- Maintain records of issue resolutions.
- Author, edit, and contribute to knowledge base articles, FAQs, and functional documentation.
- Provide excellent customer service to clients, teammates, and cross-functional peers.
Requirements:
- 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).
- Good understanding of SQL (writing and executing basic queries).
- Good understanding of Python and/or Perl scripting (debugging and applying minor updates).
Benefits:
- Competitive Compensation (based on experience)
- Health Care Plan
- Generous Vacation/Personal Days
- Generous Referral Program
- Hybrid / Remote work arrangement
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