Customer Support Analyst
New
G
GridUnityEnergy Technology
RemoteFull-TimeMiddle
Salary$57.2K - $78K
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Job Details
- Experience
- At least 2 years
- Required Skills
- Data AnalysisAgile methodologiesZendeskServiceNowTroubleshootingCustomer support
Requirements
- At least 2 years of hands-on experience working tickets in a formal service management system (e.g., Jira Service Management, Zendesk, Freshdesk, ServiceNow).
- Track record of resolving customer issues independently with clear judgment on when to escalate.
- Strong, professional written and spoken communication skills.
- Direct, on-the-job experience working within agile processes (kanban, backlogs, tickets/stories).
- Familiarity with development, testing, acceptance, and deployment processes.
- Comfort with ambiguity and shifting priorities.
- Ability to self-manage and prioritize work queues.
- Associate's or Bachelor's degree in a related field, or equivalent professional experience.
Responsibilities
- Own and manage assigned customer tickets from intake to resolution.
- Troubleshoot customer-reported issues directly and independently.
- Identify escalation needs and coordinate with Engineering or other internal teams.
- Communicate proactively regarding blockers, risks, and workload.
- Convert customer enhancement requests into specific acceptance criteria.
- Maintain accurate status, notes, and ownership in the service management system.
- Produce reporting on ticket volume, trends, and performance.
- Monitor queue and prioritize work based on customer impact and urgency.
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