Technical Support Analyst - Tier 1

Responsibilities

• Serve as the first point of contact for post-sale client interactions.
• Receive and manage inbound client requests from tickets, email, and internal escalations.
• Manage the community portal and engage clients to resolve questions and requests.
• Analyze semi-complex problems, identify solutions, and resolve them with limited oversight.
• Own resolution of standard requests involving marketing best practices, technical troubleshooting, billing inquiries, ROI reporting, and moderation guidelines.
• Maintain client loyalty by providing exceptional customer service.
• Use support tools and troubleshooting techniques to make sound decisions and deliver high-quality support.
• Educate and assist internal departments with systems, tools, and processes for managing and resolving client requests.
• Write standards and guidelines to improve scalability and quality.
• Resolve minor issues directly with clients and escalate non-routine events.
• Understand the client experience and become proficient with client-facing tools.

Requirements

• Fluent English at an advanced business level; additional language skills are a bonus.
• Exceptional communication skills developed through direct customer-facing experience in a B2B or B2C environment; B2B experience preferred.
• Willingness to learn and grow in a technical customer-support environment.
• Strong passion for delivering exceptional customer service.
• Ability to prioritize and manage multiple priorities in a dynamic environment.