Customer Support Analyst
New
B
BuckhillInsurance Technology
CroatiaContractMiddle
Salary25,100 - 45,400 EUR per year
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Job Details
- Experience
- At least 3 years
- Required Skills
- DocumentationRelationship managementTechnical supportCustomer support
Requirements
- At least 3 years of experience in customer support or client-facing roles.
- Prior experience in PaaS or technology environments preferred.
- Excellent communication and interpersonal skills with the ability to build rapport.
- Strong organizational skills with ability to manage multiple tasks.
- Proven ability to understand technical products and explain complex concepts.
- Commitment to data accuracy and high standards in record-keeping.
- Self-motivated with the ability to work independently in a remote-first environment.
- Strong problem-solving skills and a proactive approach.
- Ability to remain calm and professional under pressure during escalations.
Responsibilities
- Ensure client inquiries, issues, and incidents are prioritized, triaged, or escalated according to defined SLAs.
- Organize and conduct technical training sessions for clients.
- Create and maintain client-focused documentation.
- Ensure client data accuracy within internal systems.
- Manage client relationships through meetings and proactive support.
- Use AI-powered support tools for ticket triage, knowledge-base search, and response drafting.
- Analyze AI-driven automation workflows to explain system behavior to clients.
- Identify and suggest improvements for automation and knowledge base expansion.
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