Remote 24/7 Customer Support Analyst

Derbysoft; Barnegat Light (NJ); Hybrid; USD 42,000 - 63,000; Full time

Benefits offered by this job

Competitive salary based on experience

Peer recognition programs

Benefits

Free coffee

Working from home

Casual work environment

Office in city center (Diagonal)

Job summary

Derbysoft is hiring a Customer Support Analyst to process tickets, provide 24/7 support, and analyze customer feedback. You will work within the Hospitality customer support team reporting to the Customer Success Manager, leveraging Jira, ServiceNow, CSP, and BeaconFire as part of daily operations.

The ideal candidate holds an associate degree or higher and has 1+ year in customer support, with strong English communication and a proactive approach to issue resolution.

Qualifications

• 1+ year of experience in customer support or a related field, capable of independently completing assigned tasks.
• Proficient in using common customer support tools and software, with basic Excel data processing and reporting.
• Basic written and verbal communication skills in English for English-speaking customers.
• Strong customer service awareness and frontline experience handling multiple tasks simultaneously.
• Good teamwork and effective communication with team members.
• Strong learning ability to adapt to new tools and processes.

Responsibilities

• Ticket Processing: Monitor and process customer support tickets in a timely manner according to SLA standards, ensuring prompt responses and resolutions.
• 24/7 Customer Support: Provide round-the-clock support, investigate issues, and route to the right contacts to ensure customer satisfaction.
• Customer Feedback Collection and Analysis: Proactively gather feedback and identify trends to improve service quality.
• Proactive Research: Use data analysis for issue investigations and propose improvements to enhance service quality.
• Priority Management: Determine priority of requests while handling multiple inquiries.
• Customer and Daily Operations: Support daily data loading/pushing; maintain records and use tools for preliminary checks.
• Participate in training as assigned by the company.

Skills

Customer support

Ticket management

English communication

CRM tools

Jira

ServiceNow

BeaconFire

Education

Associate degree or higher in Tourism/Hotel Management/IT or related field

Tools

Jira

ServiceNow

CSP

BeaconFire

Job description

Derbysoft is hiring a Customer Support Analyst to process tickets, provide 24/7 support, and analyze customer feedback. You will work within the Hospitality customer support team reporting to the Customer Success Manager, leveraging Jira, ServiceNow, CSP, and BeaconFire as part of daily operations.

The ideal candidate holds an associate degree or higher and has 1+ year in customer support, with strong English communication and a proactive approach to issue resolution.