Remote Customer Support Analyst - 24/7 & Data-Driven

Derbysoft; España; Remote; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Remote work

Casual work environment

Office corporate central

Job summary

DerbySoft Spain is hiring a Customer Support Analyst to process customer tickets per SLA, provide 24/7 support, and analyze feedback to improve service quality. You will report to the Customer Success Manager in Hospitality and work closely with the team to maintain strong customer relationships.

The role requires an associate degree or higher and 1+ year in customer support, with familiarity in Jira, ServiceNow, CSP, and BeaconFire. A remote-friendly, casual office culture is offered.

Qualifications

• Associate degree or higher in Tourism, Hotel Management, IT or related fields.
• 1+ year of experience in customer support or related field.
• Proficient with common customer support tools and software (ticket systems, CRM).
• Basic English written and spoken communication.

Responsibilities

• Process customer support tickets according to SLA standards.
• Provide 24/7 customer support and ensure timely responses and resolutions.
• Collect and analyze customer feedback to optimize service quality.
• Collaborate with team members to maintain customer relationships and fulfill needs.
• Use tools to troubleshoot, maintain records, and support daily operations.
• Participate in training as assigned by the company.

Skills

Customer service

English communication

Teamwork

Data analysis

Education

Associate degree or above in Tourism/Hotel Management/Information Technology

Tools

Jira

ServiceNow

CSP

BeaconFire

Job description

DerbySoft Spain is hiring a Customer Support Analyst to process customer tickets per SLA, provide 24/7 support, and analyze feedback to improve service quality. You will report to the Customer Success Manager in Hospitality and work closely with the team to maintain strong customer relationships.

The role requires an associate degree or higher and 1+ year in customer support, with familiarity in Jira, ServiceNow, CSP, and BeaconFire. A remote-friendly, casual office culture is offered.