Customer Support / Client Support Analyst

About the Role: As an L1 Software Support Engineer / Client Support Analyst, you'll be an integral part of our support team, assisting in responding to client inquiries, calls, emails, and tickets. Your role will bridge the gap between our technical team and our clients, ensuring smooth communication and effective issue resolution. About the Responsibilities: Respond promptly and professionally to client inquiries via phone, email, and tickets using Jira Helpdesk Ticketing and Salesforce systems. Collaborate closely with the technical support team to ensure accurate and timely responses to client needs. Act as a liaison between clients and the technical team, providing updates and relaying information effectively. Document and track client interactions, ensuring comprehensive and accurate records. Assist in troubleshooting non-technical issues by providing clear explanations and solutions to clients. Identify trends in client inquiries and provide feedback to improve processes and client satisfaction. Contribute to the creation of client-facing documentation, such as guides and resources. Strive to provide exceptional customer service, addressing client concerns and ensuring their needs are met. About You: 3+ years of progressive experience in a similar role and capacity. Strong knowledge and experience using Jira Helpdesk Ticketing and Salesforce systems. Excellent communication skills, both verbal and written. Customer-centric mindset with a commitment to providing outstanding support. Detail-oriented with the ability to document and track interactions accurately. Collaborative team player who can work effectively in a fast-paced environment. Ability to manage multiple tasks and prioritize effectively. A proactive approach to problem-solving and issue resolution. Willingness to learn and adapt to new processes and technologies. Advantages (Nice-to-haves): Previous experience in customer support or client-facing roles. Familiarity with financial industry practices and terminology. Experience with other customer support platforms or CRM systems. Strong organizational and time management skills.