Live Support Analyst
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Job Description
Live Support Analyst providing first-level technical support for customers. Responsible for issue documentation and escalation while maintaining customer satisfaction.
Responsibilities:
- Serve as the first point of contact for customers seeking technical support
- Provide timely, accurate, and empathetic responses to customer inquiries
- Perform initial technical and data-related investigation
- Ensure issues are clearly documented and escalated when appropriate
- Respond to incoming customer support requests in a timely and professional manner
- Communicate clearly, empathetically, and confidently with customers
- Troubleshoot user concerns to triage support issues to L2 support or guide users to self-help resources
- Create and maintain clear, well-structured support tickets
- Ensure tickets are documented with problem statements, investigation steps, findings, and observations
- Apply proper categorization, tagging, and prioritization to tickets
- Escalate issues that exceed L1 scope based on defined criteria
- Follow established Live Support workflows and escalation guidelines
Requirements:
- 2-4 years of experience in a customer support, service desk, or technical support role
- Strong written communication skills with a customer-first mindset
- Comfort working with data, systems, and technical concepts
- High attention to detail and strong documentation habits
- Ability to troubleshoot, ask the right questions, and follow defined processes
- Comfort operating in a fast-paced support environment
- Experience supporting SaaS or data-driven platforms (preferred)
- Familiarity with healthcare, analytics, or reporting tools (preferred)
- Experience performing basic data review or validation (preferred)
Benefits:
- Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
- Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
- 401k plans– we want to empower you to prepare for your future
- Room for growth and advancement- we love our employees and want to develop within
- Comprehensive Medical, Dental, and Vision insurance plans
- Tax-free Dependent Care Account
- Life insurance, short-term, and long-term disability
- Excellent PTO policy (everyone deserves a vacation now and then)
- Great work-life balance environment- We believe family comes first!
- Strong supportive teams- There is always a helping hand when you need it
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