Technical Customer Support Analyst

MeasuredMarketing measurement

Workable workplace: remote; Workable locations: Argentina; Location: ArgentinaFull-TimeJunior

Salary not disclosed

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Job Details

Languages: Excellent spoken and written English communication skills
Experience: 1-3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies
Required Skills: Microsoft ExcelCustomer SuccessGoogle SheetsCustomer support

Have 1–3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies.
Demonstrate basic technical aptitude and ability to learn data platforms, software applications, and AI tools.
Have excellent spoken and written English communication skills and a customer-friendly, professional tone.
Use strong problem-solving skills to troubleshoot issues systematically.
Manage multiple priorities and requests across 20+ clients while meeting expected SLAs.
Have experience with ticketing systems such as Zendesk, Intercom, Freshdesk, or Jira Service Desk, or be willing to learn.
Be comfortable with ambiguity and learning new concepts quickly.
Bring strong attention to detail, organization, and follow-through.
Have basic Excel or Google Sheets skills for data review and validation.
Have a BA/BS; a background in business, communications, or a related field is preferred.
Intermediate familiarity with marketing platforms and experience with analytics tools are preferred.
Understanding of metrics, dimensions, and aggregations is useful; SQL or data-querying exposure is a plus.

Respond to customer inquiries through ticketing systems, email, Slack, and chat within SLA timeframes.
Triage incoming requests by severity and impact, resolve common issues, and route or escalate requests as appropriate.
Troubleshoot login, access, navigation, report-generation, and basic data questions.
Guide customers through platform features, workflows, reporting, dashboards, data exports, and historical results.
Investigate basic data quality issues and verify data integration status, credentials, tokens, and configurations.
Escalate complex technical and data integrity issues with reproduction steps, findings, and customer impact.
Document support interactions and contribute to troubleshooting guides, FAQs, and customer-facing knowledge base content.
Coordinate with Customer Success Managers, Technical Support Engineers, Product, and Solutions on customer issues and feedback.
Track support metrics and participate in scheduled coverage, shifts, and process improvement initiatives.

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