Cority · 3 hours ago

Customer Support Analyst I

United States

Full-time

Remote

Entry Level

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Responsibilities

Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of basic issues related to the Cority Product Suite.

Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.

Log all customer support interactions in the customer support system, including case details, updates, and resolutions.

Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case.

Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.

Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.

Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.

Maintain a working knowledge of Cority's product offerings, learning new features and functionalities as they are released.

Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.

Ensure compliance with Cority's information security policies and immediately report any security-related incidents.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceHelp desk experienceSoftware systems understandingTechnical problem-solvingSalesforce CRM

Required

A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience.

Previous experience in a customer service or help desk role, preferably within a software or technology environment.

Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.

Strong customer service orientation with excellent verbal and written communication skills.

Basic understanding of software systems and the ability to quickly learn and apply technical information.

Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.

Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems).

Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.

A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.

Willingness to work in a rotating shift schedule, including evenings, weekends, and holidays, as required.