Customer Support Analyst

To support customer satisfaction and issue resolution, the full-time remote Customer Support Analyst will manage customer tickets from intake to resolution, troubleshoot issues, and coordinate with internal teams as needed. Key responsibilities Own and manage assigned customer tickets, ensuring timely resolution or proper escalation Troubleshoot customer-reported issues directly and communicate proactively about blockers and risks Produce reporting on ticket volume and trends to provide visibility into team performance Required qualifications At least 2 years of hands-on experience working with service management systems such as Jira Service Management or Zendesk Proven track record of independently resolving customer issues with sound judgment on escalation Direct experience working within agile processes, including familiarity with kanban and ticket management Ability to manage ambiguity and shifting priorities effectively Associate's or Bachelor's degree in a related field, or equivalent professional experience