Full-Time Customer Support Analyst

Bridgeway Benefit Technologies is hiring a Customer Support Analyst to help grow our Customer Success organization and support our Bridgeway product end-users.

As a successful Customer Support Analyst, you are a "people person" and have the soft and hard skills to master technology and manage customer relationships.

You have an analytical mind driven to uncover the root cause of a problem, analyze solutions, and make clear and informed recommendations.

Responsibilities

• Develop a comprehensive understanding of Bridgeway products/services to efficiently triage and resolve client issues.
• Serve as the main point of contact for customer inquiries/requests.
• Log, track, and manage customer tickets from intake to completion.
• Collaborate with internal teams/customer stakeholders to diagnose and respond to questions timely.
• Develop/maintain relationships with customers to ensure outstanding customer experience, contract renewal, and expansion.
• Analyze, research, and consult with subject matter experts to resolve software issues.

Requirements

• Bachelor's degree in Information Technology, Business Information Systems, or a related discipline.
• 2+ years of experience in a customer-facing, technical support role.
• Strong analytical and problem-solving skills.
• Exceptional verbal/written communication skills.
• Quick learner who can confidently articulate software/technical concepts.
• Task-oriented, able to prioritize and manage time effectively.
• Able to work independently with discipline and motivation in a virtual environment.

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