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.

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.