Software Support Analyst I - Customer Tech & Care

Breg; Carlsbad (CA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Life insurance

PTO and company holidays

Professional growth opportunities

Diversity and inclusion

Job summary

Breg is seeking a Software Support Analyst I in Carlsbad, CA to manage post-sales software support and customer relationships. The role focuses on resolving technical inquiries, guiding customers through configurations, and driving timely problem resolution with cross-functional collaboration.

Ideal candidates will have at least 1 year in technical or customer support, strong communication skills, and proficiency with scripting and Excel. A professional, customer-centered approach is essential.

Qualifications

• Bachelor’s degree in CS/IS/LS or equivalent.
• 1+ year in technical or customer support required.
• Strong customer service and communication skills.
• Experience diagnosing and resolving software issues; analytical mindset.
• Ability to work independently and in a team in a fast-paced, customer-driven environment.
• Proficiency with scripting to improve processes; strong Excel/Office skills.

Responsibilities

• Owns post-sales/customer relationship and aims to delight during every engagement.
• Provides technical support via phone and email for product portfolio; resolves issues.
• Replicates issues accurately and shares detailed info with internal teams.
• Leads interactions with technical personnel for unresolved problems and tracks progress.
• Collaborates with Customer Care and other departments to ensure complaint processes are followed.
• Participates in process development to improve service delivery standards.
• Understands order processing and RMA flows and related documentation.
• Documents knowledge from customer interactions to grow the team’s knowledge base.
• Records all issues in the ticket system with nature and resolution.
• Meets defined service delivery metrics; handles special projects as assigned.
• Maintains professional conduct and upholds company culture and policies.

Skills

Customer service

Analytical thinking

Independent work

Team player

Excel

Education

Bachelor’s Degree in Computer Science, Information Systems, Life Sciences or equivalent

Tools

Scripting tools

Microsoft Excel

MS Office

Job description

Breg is seeking a Software Support Analyst I in Carlsbad, CA to manage post-sales software support and customer relationships. The role focuses on resolving technical inquiries, guiding customers through configurations, and driving timely problem resolution with cross-functional collaboration.

Ideal candidates will have at least 1 year in technical or customer support, strong communication skills, and proficiency with scripting and Excel. A professional, customer-centered approach is essential.