Customer Support Analyst

Responsibilities

• Provide direct technical support to customers, addressing inquiries related to hardware, software, and content management.
• Diagnose, research, and resolve user issues across various platforms using advanced troubleshooting skills.
• Manage and prioritize support tickets to ensure timely resolution and high customer satisfaction.
• Document all support activities in third-party help desk software to maintain accurate tracking.
• Escalate complex issues to higher support levels while maintaining ownership of the problem.
• Collaborate with internal teams to enhance processes and optimize support service delivery.
• Generate regular reports for internal and external stakeholders and participate in daily Scrum calls.

Requirements

• 1–3 years of experience in technical support, customer service, or customer success.
• Fluent English (both written and spoken) with the ability to communicate clearly and accurately.
• Tech-savvy with a natural curiosity for troubleshooting and resolving technical challenges.
• Proficiency in MS Office (Word, Excel, and PowerPoint).
• Ability to work independently and manage changing priorities in a remote environment.
• Undergraduate studies in Engineering, Business Administration, or an equivalent field.

Preferred Qualifications

• Experience in a SaaS B2B environment, ideally working with enterprise accounts.
• Knowledge of or experience with ticketing systems such as Jira.
• Basic understanding of SAP and/or databases (SQL).
• Experience within the Utility Industry.
• Certified B2 English level.

Benefits

• Join a global family of passionate professionals building a sustainable, scalable ecosystem.
• Empowerment to drive change and innovate within your role.
• Opportunities for professional investment and mastering your domain.

About the Company

Avertra Corp is a global organization dedicated to using logic and innovation to create better experiences through scalable technology solutions.