Client Support Analyst

BlueMatrix; Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

BlueMatrix is seeking a Client Support Analyst to be the first point of contact for clients, handling triage, troubleshooting, escalation, and issue resolution with professionalism.

You will engage with clients to answer questions about products and solutions, and maintain strong, respectful relationships to promote adoption. Proficiency with Linux, SQL basics, and Python or Perl scripting is preferred, along with excellent communication and time-management skills.

Qualifications

• Must have strong communication and customer-service orientation.
• Familiarity with Linux systems and SQL basics.
• Experience with Python or Perl scripting is preferred.
• Strong time-management and organizational skills.

Responsibilities

• Provide initial triage, troubleshooting, escalation, and resolution of customer issues.
• Engage with clients to address inquiries about products and implemented solutions.
• Maintain high standards of customer service and foster client relationships.

Skills

Customer service

Communication

Time management

Relationship-building

Organizational skills

Curious mindset

Tools

Linux

SQL basics

Python scripting

Perl scripting

Job description

The Client Support Analyst acts as the initial point of contact for clients seeking assistance and oversees the initial triage, troubleshooting, escalation, and resolution of customer issues. 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.

Shift/Hours: Analyst 1: 6:00 PM - 3:00 AM ET, Thursday through Monday 6:00 AM - 3:00 PM PH Time Analyst 2: 2:00 AM - 11:00 AM ET, Friday through Tuesday 2:00 PM - 11:00 PM PH Time