Customer Support Analyst

Klari Vis is a banker-built performance intelligence platform that drives clarity, confidence, and speed for financial institutions - all in one platform. We are passionate about solving the data conundrum in the banking industry. We believe that the strength of our company lies in the strength of our people. At Klari Vis, we are looking for data-passionate individuals to join our team.

The Customer Support Analyst plays a critical role as the front line of customer support s role is responsible for owning ticket intake and triage, monitoring and reviewing daily processing results for ~150 clients, performing monthly operational tasks, interfacing with other support and product teams, reprocessing and reloading client files, and ensuring timely, accurate communication with clients. The Customer Support Analyst reduces interruptions to engineering teams by resolving common issues, routing complex cases, and escalating appropriately to Tier 2 (Data Systems) or Tier 3 (Engineering/Dev Ops/QA).

Klari Vis offers a competitive compensation package including salary, medical, dental, HSA health benefits, 401(k) match, and flexible time off.

This position is an in-person position. Klari Vis is headquartered in Roanoke, Virginia.

Applicants must be currently based and authorized to work in the United States on a full-time basis. Klari Vis does NOT sponsor applicants for work visas.

Requirements

• Experience in customer support, helpdesk, or client-facing technical support preferred.
• Familiarity with SaaS platforms, ticketing systems (Freshdesk or equivalent), and customer communication best practices.
  
  Ability to quickly learn banking workflows and Klari Vis product functionality.
• Experience with Excel and Analytics Tools.
• Strong written and verbal communication skills with emphasis on clarity and empathy.
• Analytical mindset to identify patterns in daily processing results and escalate appropriately.
• Detail-oriented with a disciplined approach to ticket quality, SLA adherence, and documentation.
• Commitment to handling sensitive client data securely and professionally.