Customer Support Analyst (Mid-market)

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Requirements:

• Passionate about delivering top-notch customer service.
• Impeccable attention to detail.
• Excellent written and verbal communication skills.
• Ability to analyze and solve technical problems quickly.
• Thrive in a collaborative environment.
• Highly coachable and open to learning.
• Bachelor's degree required.
• Minimum of 2+ years in Client Relations, Account Management, Customer Success, Technical Support, or Customer Service.
• Experience in SaaS customer service or sales is ideal.
• Familiarity with CRM systems and strong multi-tasking abilities.

Responsibilities:

• Monitor support channels and respond swiftly and empathetically to inbound customer requests.
• Troubleshoot and resolve customer issues efficiently and escalate complex issues as needed.
• Craft thoughtful and accurate responses to customer inquiries.
• Share valuable customer feedback with product and engineering teams.
• Aid in the implementation and understanding of Clariti's mid-market platform.
• Assist with configuration projects to improve support capabilities.
• Maintain detailed records of customer interactions in Salesforce.
• Work closely with cross-functional teams to advocate for customer needs.
• Stay updated on product features and industry trends.