Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Client Support Analyst troubleshooting BlueMatrix web applications for investment research and knowledge management. Supporting global clients through portal, email, and phone during ET business hours.
Responsibilities
- Serve as the initial point of contact for clients seeking assistance.
- Perform initial triage, troubleshooting, escalation, and resolution of customer issues.
- Address client inquiries regarding products and implemented solutions.
- Provide excellent customer service to clients, teammates, and cross-functional peers.
- Respond to inquiries through the support portal, email, and phone.
- Identify, evaluate, and diagnose basic technical issues related to BlueMatrix software solutions.
- Prioritize support activity based on customer impact and manage time effectively.
- Collaborate with peers to deliver efficient issue resolution.
- Route complex issues to higher-level resources as required.
- Gather and document issue information, log customer communications, and maintain resolution records in the ticketing system.
- Author, edit, and improve knowledge base articles, FAQs, and functional documentation.
- Foster client relationships, loyalty, and product adoption.
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).
- Physical ability to stand, walk, talk or hear, and frequently lift/move up to 10 pounds in a home or work office setting.
Benefits
- Competitive Compensation (based on experience)
- Health Care Plan
- Generous Vacation/Personal Days
- Generous Referral Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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