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BlueMatrix · 1 day ago

Client Support Analyst

New York, United States

Full-time

Onsite

Entry Level

1+ years exp

BlueMatrix is a company that develops innovative web applications for investment research and digital communications. They are seeking a Client Support Analyst to serve as the initial point of contact for clients, providing assistance and troubleshooting for customer issues while maintaining high standards of service.

ComplianceDeveloper PlatformPublishing

Responsibilities

Provide excellent customer service to BlueMatrix clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with BlueMatrix’s values

Respond to client inquiries submitted via BlueMatrix’s support portal, email, and phone

Identify, evaluate, and diagnose basic technical issues reported by clients related to the BlueMatrix’s software solutions

Prioritize a support activity based on customer impact and manage time effectively to meet client needs

Collaborate with peers to efficiently deliver issue resolution

Route complex issues to higher level resources for resolution, as required

Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the BlueMatrix’s ticketing system

Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the BlueMatrix’s proprietary software

Qualification

LinuxSQLPythonTechnical SupportCustomer ServiceEmpathyInterpersonal SkillsTime ManagementDocumentation SkillsTeam Collaboration

Required

1+ year of experience in technical support or a client-facing role within a technology environment

Good understanding of Linux (navigating, file structure, basic commands, connecting to databases)

Good understanding of SQL (writing and executing basic queries)

Good understanding of Python and/or Perl scripting (debugging and applying minor updates)

Strong interpersonal and phone communication skills, with the ability to listen actively, convey empathy, and maintain a professional tone during live customer interactions

Clear and concise written communication skills, including the ability to document case history, summarize technical findings, and escalate issues effectively for internal teams

Diligent attention to detail in capturing key technical and client information throughout the support process to ensure accurate and consistent issue handling

Demonstrated ability to manage multiple client issues simultaneously while effectively prioritizing tasks and managing time in a fast-paced environment

Comfortable using support ticketing platforms (e.g., Salesforce, Zendesk, Jira)

Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high speed internet connection