Client Support Analyst

The Client Support Analyst acts as the initial point of contact for clients seeking assistance and oversees the initial triage, troubleshooting, escalation, and resolution of customer issues.

This role involves engaging with clients to address inquiries regarding products and implemented solutions, as well as troubleshooting and resolving issues while upholding high standards of customer service. Candidates must possess strong communication skills, and a curious solution-oriented mindset, ensuring that clients feel valued and respected. Moreover, Client Support Analysts are expected to be familiar with Linux systems, the basics of SQL, and Python or Perl scripting.

In addition to basic technical expertise, maintaining strong relationships with clients is crucial for fostering client loyalty and promoting product adoption. Successful candidates must demonstrate excellent time management, relationship-building, and organizational skills.

Hours: 8:00 AM to 5:00 PM ET
, Monday through Friday

• Provide excellent customer service to Blue Matrix clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with Blue Matrix’s values.
• Respond to client inquiries submitted via Blue Matrix’s support portal, email, and phone
• Identify, evaluate, and diagnose basic technical issues reported by clients related to the Blue Matrix’s software solutions.
• Prioritize a support activity based on customer impact and manage time effectively to meet client needs.
• Collaborate with peers to efficiently deliver issue resolution.
• Route complex issues to higher level resources for resolution, as required.
• Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the Blue Matrix’s ticketing system.
• Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the Blue Matrix’s proprietary software.

• 1+ year of experience in technical support or a client-facing role within a technology environment.
• Strong interpersonal and phone communication skills, with the ability to listen actively, convey empathy, and maintain a professional tone during live customer interactions.
• Clear and concise written communication skills, including the ability to document case history, summarize technical findings, and elevate issues effectively for internal teams.
• Diligent attention to detail in capturing key technical and client information throughout the support process to ensure accurate and consistent issue handling.
• Demonstrated ability to manage multiple client issues simultaneously while effectively prioritizing tasks and managing time in a fast-paced environment.
• Comfortable using support ticketing platforms (e.g., Salesforce, Zendesk, Jira).
• Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high speed internet connection.
• Good understanding of:
  • - Linux (navigating, file structure, basic commands, connecting to databases)
  • - SQL (writing and executing basic queries)
  • - Python and/or Perl scripting (debugging and applying minor updates)

• Basic understanding of systems and applications and aptitude to learn quickly.
• Patient and empathetic demeanor in high-pressure situations.
• Follows structured troubleshooting and escalates when needed.
• Strong documentation habits and detail orientation.
• Aware of data privacy and handles sensitive data responsibly.
• Adapts to product changes and evolving client needs.
• Ability to work independently and in a team environment.
• Introductory exposure to:
  • o Git and version control
  • o Kibana or similar dashboards to view application logs
  • o HTML/CSS structure as it relates to UI issues
  • o Cybersecurity principles (e.g., phishing, data handling)
  • o Basic understanding of web browsers (Chrome, Firefox, Edge)
  • o Excel (formulas, sorting, filters)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable…