Client Support Analyst

Job Responsibilities

• Provide excellent customer service to BlueMatrix clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with BlueMatrix’s values.
• Respond to client inquiries submitted via BlueMatrix’s support portal, email, and phone.
• Identify, evaluate, and diagnose basic technical issues reported by clients related to the BlueMatrix’s software solutions.
• Prioritize a support activity based on customer impact and manage time effectively to meet client needs.
• Collaborate with peers to efficiently deliver issue resolution.
• Route complex issues to higher level resources for resolution, as required.
• Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the BlueMatrix’s ticketing system.
• Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the BlueMatrix’s proprietary software.

Minimum Qualifications

• 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), SQL (writing and executing basic queries), Python and/or Perl scripting (debugging and applying minor updates).

Preferred Qualifications

• Ambitious and passionate people who have turned technology development and client service into an art.
• Patience and empathy in high-pressure situations.
• Follows structured troubleshooting and escalates when needed.
• Strong documentation habits and detail orientation.
• Aware of data privacy and handles sensitive data responsibly.
• Adapts to product changes and evolving client needs.
• Ability to work independently and in a team environment.
• Introductory exposure to: Git and version control, Kibana or similar dashboards to view application logs, HTML/CSS structure as it relates to UI issues, Cybersecurity principles (e.g., phishing, data handling), Basic understanding of web browsers (Chrome, Firefox, Edge), Excel (formulas, sorting, filters).