Customer Support Analyst - L4

The Role:

We are seeking a highly skilled Customer Support Engineer to join our dynamic team. This individual will play a key role in providing top-tier technical support to our product users/customers , ensuring quick and effective resolution of support tickets raised through the Freshdesk (or any other) ticketing system. The ideal candidate will be proficient in managing the ticket lifecycle, working cross-functionally with engineering and product teams, and generating actionable metrics and reports using tools like SQL and Excel.

As a Customer Support Engineer, you will have a direct impact on customer satisfaction, product quality, and process improvements. You will be responsible for triaging, investigating, and resolving technical issues related to our products, while maintaining strong communication with stakeholders and customers.

Key Responsibilities: 

1. Manage Customer Support Tickets:

   - Monitor and respond to incoming support tickets via the Freshdesk (or any other) ticketing system.

   - Triage, prioritise, and categorise incoming tickets based on severity and business impact.

   - Ensure that all customer inquiries are addressed promptly and accurately.

   - Track and manage the lifecycle of tickets, from submission to resolution, ensuring timely follow-up and closure. 

1. Collaborate with Cross-Functional Teams:

   - Work closely with the Engineering , Product and Customer Success teams to troubleshoot and resolve complex product issues.

   - Escalate unresolved or high-priority issues to the relevant technical teams, ensuring that all stakeholders are kept informed of ticket status.

   - Provide detailed technical feedback and user insights to help the product and engineering teams improve the product and reduce future support issues. 

1. Technical Troubleshooting & Problem-Solving:

   - Provide root cause analysis for recurring product issues and suggest potential solutions or workarounds.

   - Investigate technical issues, perform diagnostics, and collaborate with engineering teams to resolve problems.

   - Replicate customer issues in test environments to identify potential bugs or configuration issues. 

1. Metrics & Reporting:

   - Generate and maintain regular reports on ticket volume, resolution times, customer satisfaction (CSAT), and other key performance indicators (KPIs).

   - Use SQL and Excel to extract, manipulate, and analyze ticket data to provide actionable insights to the team.

   - Develop and maintain dashboards and reports in Freshdesk or external tools to track team performance and customer support trends. 

1. Knowledge Management:

   - Contribute to the creation and maintenance of a knowledge base/run book by documenting common issues, troubleshooting steps, and solutions.

   - Share best practices and process improvements with the team to enhance support quality and efficiency. 

1. Customer Communication:

   - Maintain a professional, empathetic, and positive tone in all communications with customers.

   - Effectively communicate technical issues and resolutions to both technical and non-technical customers. 

1. Continuous Improvement:

   - Identify opportunities for process improvements to enhance ticket resolution time, customer experience, and team efficiency.

   - Participate in regular team meetings to discuss ongoing challenges and potential solutions.

1. Comfortable working in UK and US shifts.

Skills and Experience:

• Bachelor’s degree in computer science or equivalent.
• Experienced as an analyst or Research analyst or working with any database or e-commerce organisation. 
• Strong knowledge on Freshdesk and Service Desk, Ticket Management, Metrics.
• Relevant work experience of 7-10 years.
• Strong SQL knowledge.
• Strong knowledge of MS Excel (Vlookup, Advance formulae), macros is an added advantage.
• Strong mathematical, analytical, and problem solving skills.
• Must be able to prioritise and handle multiple tasks and changing priorities.
• Excellent Verbal and written communication skills, able to communicate clearly and effectively.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Ability to stay calm under pressure and manage multiple priorities effectively.

Preferred Qualifications: 

- Experience with API integrations or other technical product interfaces is a plus.

- Familiarity with CRM tools or other customer support software is a plus.

- Knowledge of agile methodologies and experience working in an agile development environment.