Support Specialist

Remote $52k–$86k junior English B2 2 months ago full-time quality 7.8/10

supportbusiness analysis

Support Ticket Management
Respond to support tickets as per SLA: within 8 hours for a first generic response and within 2 days for resolution
Manage tickets following the defined protocols
Utilize the support ticket knowledge base to effectively guide clients through ticket resolution
Engage in AI Contact Center feature specification and requirements activities when support tasks are minimal
Get on a call with clients for troubleshooting
Work under the mentorship of current product BAs to develop BA skills
Work under the mentorship of current CSMs to develop customer success manager skills

Support Skills
Proficiency in English (upper-intermediate or advanced level is preferred; a certificate is advantageous)
Experience working in support teams
Availability from 9am to 6pm EST to actively support clients
Availability for rare calls outside core hours (onboarding or urgent alignment)
The candidate is expected to work during weekdays (Mon-Fri)
Business Analysis Qualifications
Bachelor’s or Master’s degree
Good knowledge of business analysis methodologies and ability to apply them appropriately
Ability to define the best business solution among available options
Strong communication skills to effectively engage with clients and stakeholders
Natural analytical thinking and capacity to explain complex concepts to non-technical users
Excellent planning, organizational, and time management skills

Flexible working conditions and a cooperative environment
Competitive salary
Many challenging and exciting projects with new opportunities and learning
Growth opportunities, skills and competencies improvement, and professional certification
In-company training (English, Software / DevOps / Project management / Design / Business)

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