Customer Support Analyst

Bridgeway Benefit Technologies; Maple Shade Township (NJ); Remote; USD 50,000 - 75,000; Full time

Job summary

Bridgeway Benefit Technologies is seeking a Customer Support Analyst to enhance its Customer Success team. This role requires a proactive individual with strong analytical skills to manage customer relationships and resolve technical issues efficiently, primarily in a remote setting. The ideal candidate will possess excellent communication abilities and a problem-solving mindset, ensuring customer satisfaction and support for growing Bridgeway’s product user base.

Qualifications

• At least 2 years of experience in a customer-facing, technical support role.
• Ability to learn and articulate technical concepts quickly.
• Experience in independently working in a virtual environment.

Responsibilities

• Develop understanding of Bridgeway products to resolve client issues.
• Act as the main contact for customer inquiries and requests.
• Log and manage customer tickets from intake to resolution.

Skills

Analytical skills

Problem-solving

Communication

Time management

Technical concepts articulation

Education

Bachelor's degree in Information Technology

Business Information Systems

Job description

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Bridgeway Benefit Technologies is hiring a Customer Support Analyst to help grow our Customer Success organization and support our Bridgeway product end-users. The role involves serving as an internal advocate and customer liaison, delivering high-quality service to our customers.

As a successful Customer Support Analyst, you are a "people person" with both soft and hard skills to master technology and manage customer relationships. You have an analytical mind to uncover root causes, analyze solutions, and make informed recommendations. Excellent communication, organization, and time management skills are essential, as is the ability to handle multiple complex problems simultaneously.

This is a remote opportunity, with a preference for East Coast candidates.

Responsibilities

• Develop a comprehensive understanding of the Bridgeway products and services to efficiently triage and resolve client issues.
• Serve as the main point of contact for customer inquiries and requests.
• Log, track, and manage customer tickets from intake to resolution.
• Collaborate with internal teams and customers to diagnose and respond to questions promptly.
• Build and maintain relationships with customers to ensure satisfaction, leading to contract renewals and expansions.
• Research and consult with subject matter experts to resolve software issues.

Requirements

• Bachelor's degree in Information Technology, Business Information Systems, or a related field.
• At least 2 years of experience in a customer-facing, technical support role.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to quickly learn and articulate technical concepts.
• Effective task prioritization and time management skills.
• Ability to work independently in a virtual environment.

Bridgeway is an Equal Opportunity Employer.

Additional Details

• Seniority level: Entry level
• Employment type: Contract
• Job function: Other
• Industry: Software Development

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