Client Support Analyst

This role involves engaging with clients to address inquiries regarding products and implemented solutions, as well as troubleshooting and resolving issues while upholding high standards of customer service. Candidates must possess strong communication skills, and a curious solution-oriented mindset, ensuring that clients feel valued and respected. Moreover, Client Support Analysts are expected to be familiar with Linux systems, the basics of SQL, and Python or Perl scripting. In addition to basic technical expertise, maintaining strong relationships with clients is crucial for fostering client loyalty and promoting product adoption. Successful candidates must demonstrate excellent time management, relationship-building, and organizational skills. Hours: 8:00 AM to 5:00 PM ET, Monday through Friday

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.

Basic understanding of systems and applications and aptitude to learn quickly. Patient and empathetic demeanor 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)