Apply on Employer Site

AbsenceSoft · 22 hours ago

Customer Support Analyst

United States

Full-time

Remote

Entry Level

$46K/yr - $58K/yr

1+ years exp

AbsenceSoft is transforming the employee experience with their innovative technology. They are seeking a Customer Support Analyst I to provide exceptional front-line support to customers using their leave management platform, resolving inquiries with empathy and clarity.

Information TechnologyManagement Information SystemsSaaSSoftware

Responsibilities

Resolve customer inquiries independently via phone, email, and chat with clear, empathetic communication that ensures customer understanding of issues and resolutions

Troubleshoot and resolve customer issues across low to medium complexity product areas, utilizing established resources and documentation effectively

Document comprehensive case resolutions, root causes, and follow-ups in the ticketing system to support knowledge capture and trend analysis

Contribute to internal and customer-facing knowledge base by capturing solutions during case resolution and identifying documentation gaps

Escalate appropriately when issues exceed scope, providing clear context and evidence-based rationale for escalations

Manage standard customer frustrations independently, de-escalating situations using established techniques while seeking guidance for highly charged interactions

Apply feedback constructively to strengthen product knowledge, communication effectiveness, and troubleshooting capabilities

Qualification

Customer support experienceTechnical troubleshootingSaaS exposureTicketing systemsCommunication skillsProblem-solving abilitiesOrganizational skillsCustomer-first mindsetAdaptabilityTeam collaboration

Required

Bachelor's degree in Business, Communications, Technology or related field, or equivalent experience

1–3 years of experience in customer support, help desk, or client-facing technology role

Strong communication and interpersonal skills with the ability to explain technical solutions clearly

Proven problem-solving and organizational abilities

Customer-first mindset with empathy, patience, and strong attention to detail

Adaptable, eager to learn, and collaborative in a dynamic team environment

Ability to learn technical systems quickly and follow through on commitments

Preferred

Exposure to SaaS or HR technology solutions

Experience with ticketing systems such as Zendesk or Salesforce Service Cloud

Benefits

Impact that matters. You’ll do work that shapes the future of the modern workplace

Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.

Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.

Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.

Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.

Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.