Support Analyst

Job Description

Job Description

We are seeking a highly organized and customer-focused Support Analyst. This role is critical in ensuring a smooth transition for end users by providing frontline support, managing escalations, and maintaining clear communication throughout the process.

Key Responsibilities :

• Serve as the first point of contact for users.
• Provide exceptional customer service and support via phone, email, and chat.
• Escalate technical issues and user concerns to the appropriate teams promptly.
• Track and document user interactions and issues in a clear and organized manner.
• Collaborate with internal teams to ensure timely resolution of escalated issues.
• Assist in creating and maintaining support documentation and FAQs.
• Monitor rollout progress and report trends or recurring issues to leadership.

Qualifications :

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