Customer Support Business Analyst

FUNDINGO; United States; On-site; USD 70,000 - 85,000; Full time

Job summary

A financial services company is seeking a Customer Support Business Analyst to improve customer experiences via support and system optimization. This role requires strong communication skills, technical aptitude, and the ability to gather and interpret business requirements. Candidates should have at least 2 years of experience in business analysis and Salesforce administration. The company offers competitive pay and a collaborative work environment.

Qualifications

• 2+ years of experience in Business Analysis or requirement gathering.
• 2+ years of Salesforce admin experience.
• Strong problem-solving and troubleshooting skills.
• Exceptional written and verbal communication abilities.

Responsibilities

• Review and analyze incoming support tickets.
• Troubleshoot approximately 50% of tickets independently.
• Gather and document business requirements from clients.
• Act as a liaison between clients and technical teams.

Skills

Business Analysis

Salesforce Admin

Problem-solving

Communication skills

Organizational skills

SaaS platform experience

Tools

Salesforce

Jira

Job description

Base pay range

$70,000.00/yr - $85,000.00/yr

POSITION SUMMARY

FUNDINGO is seeking a Customer Support Business Analyst to join our growing team. This role is ideal for candidates who are detail-oriented, analytical, and passionate about improving customer experiences through support and system optimization. The ideal candidate will bridge the gap between technical teams and end users, ensuring that client needs are understood, analyzed, and addressed efficiently.

The Customer Support Business Analyst plays a key role in first-line support, system troubleshooting, upgrades, and managed services delivery. This is a highly collaborative role that requires strong communication skills, technical aptitude, and business analysis capabilities.

Responsibilities

• Review incoming support tickets and provide the first level of analysis and categorization.
• Assign tickets to appropriate team members based on complexity and scope.
• Troubleshoot approximately 50% of tickets independently, escalating or reassigning the remainder.
• Attend client calls as needed to clarify issues and gather deeper insight into system behavior.
• Perform system upgrades for clients to ensure smooth rollout of new releases.
• Gather and document business requirements from clients for customizations and enhancements.
• Write clear, structured tickets for developers and administrators based on client requirements.
• Train clients on best practices and system functionality to improve adoption and reduce ticket volume.
• Manage active projects within the managed services queue, ensuring timely delivery and client satisfaction.
• Act as a liaison between clients and technical teams to ensure a full understanding of customer requirements.
• Track and follow up on open issues to ensure accurate and timely resolution.
• Maintain thorough documentation of all activities and communications related to client issues.

General requirements

• 2+ years of experience in Business Analysis, or requirement gathering experience
• 2+ years of Salesforce admin experience
• 2+ years working directly with end users
• Strong problem-solving and troubleshooting skills
• Exceptional written and verbal communication abilities
• Ability to gather and interpret business requirements and translate them into actionable tasks
• Experience working with SaaS platforms (Salesforce preferred)
• Strong organizational and time management skills
• Ability to prioritize and manage multiple projects or tickets concurrently
• Comfortable in a fast-paced, rapidly evolving environment
• Collaborative mindset and the ability to work across teams

Additional value-added skills

• Experience with Salesforce Service Cloud or ticketing platforms
• Background in financial services or lending software
• Familiarity with agile development and ticket management systems (e.g., Jira)
• Prior experience in managed services, implementation, or product support