# Client Support Analyst

**Company:** [Q4 Inc](https://hotfix.jobs/companies/q4-inc)
**Location:** Remote
**Role:** Support Engineering
**Salary:** MX$230k – MX$300k/yr
**Experience:** 1+ years
**Skills:** HTML, CSS, JavaScript, Jquery, Content Management Systems, Ticketing Systems, Salesforce, Pc, Mac, Service Level Agreements
**Posted:** 2026-06-10

> Provides technical client support by updating websites and content in a CMS, troubleshooting requests, and meeting strict SLAs. Requires customer service experience, HTML/CSS knowledge, basic JavaScript and jQuery, strong communication, and attention to detail.

## Job Description

## Responsibilities
- Use the Q4 Studio Content Management System to help publicly traded clients maintain current, regulatory-compliant websites.
- Handle ad hoc support requests, including updates to website layouts, documents, and board of directors pages.
- Perform high-impact content updates, such as adding or replacing webcasting information, presentations, disclosure documents, press releases, financial reports, and ESG materials.
- Communicate professionally with clients by email and phone about request status.
- Deliver client updates within required timelines.
- Meet Service Level Agreements (SLAs), addressing new cases within 60 minutes and reopened cases within 30 minutes.
- Conduct quality reviews during site updates to ensure accuracy.
- Support after-hours, weekend, holiday, and critical client-event coverage as needed for earnings periods or emergencies.

## Requirements
- 1–2 years of customer service experience; professional customer support experience is preferred.
- Demonstrated knowledge of HTML and CSS.
- Basic knowledge of JavaScript and jQuery.
- Experience with content management systems.
- Experience with ticketing systems; Salesforce experience is preferred.
- Excellent written and verbal communication skills in English.
- Strong organizational skills and attention to detail.
- Ability to troubleshoot independently.
- Working knowledge of PC and Mac environments.

## Nice to Have
- Financial experience.

## Compensation and Benefits
- The quarterly earnings peak lasts four to five weeks and is a strict blackout window for time off and vacations.
- Performance is tracked through availability, Case Time Entry (CTE), customer satisfaction (CSAT), First Contact Resolution (FCR), and escalation issue logs.
- Career progression may lead to quarterly earnings updates, product testing, activations, technical product support, QA engineering, or earnings teams.

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**Canonical:** https://hotfix.jobs/jobs/47fb8159-d5ba-47ed-9c8a-c659be0d1867