Customer Support Analyst

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going.

We're looking for a curious, customer-first problem-solver to join our support team as a Customer Support Analyst I. In this role, you'll be the first point of contact for AbsenceSoft customers — delivering timely, accurate, and empathetic support as they navigate our leave management platform. If you love helping people, learning fast, and making a real difference in someone's day, this role is for you.

What you'll do

• Resolve customer inquiries via phone, email, and chat with clear, empathetic communication that ensures customers understand both the issue and the resolution.
• Troubleshoot low to medium complexity product issues, drawing on established resources, documentation, and your growing platform expertise.
• Document case resolutions, root causes, and follow-up actions thoroughly in the ticketing system to support knowledge capture and trend analysis.
• Contribute to internal and customer-facing knowledge bases by capturing solutions and identifying documentation gaps during case resolution.
• Escalate issues appropriately when they exceed scope, providing clear context and evidence-based rationale to support a smooth handoff.
• Apply feedback constructively to continuously strengthen your product knowledge, communication, and troubleshooting skills.

What you'll bring

• A bachelor's degree in Business, Communications, Technology, or a related field — or equivalent work experience.
• 1–3 years of experience in customer support, help desk, or a client-facing technology role.
• Strong communication and interpersonal skills, with the ability to explain technical solutions in plain language.
• Solid problem-solving and organizational abilities with a sharp attention to detail.
• A customer-first mindset grounded in empathy, patience, and follow-through.
• Adaptability and a genuine eagerness to learn in a fast-moving environment.
• Exposure to SaaS or HR technology solutions is a plus.
• Experience with ticketing systems such as Zendesk or Salesforce Service Cloud is a plus.

Why join us

At AbsenceSoft, we LEAD with our values:

Lead with Innovation - We create meaningful change through intelligence, focus and passion.  We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.

Elevate Every Voice - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions. 

Achieve Together - The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.

Drive Outcome - Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.

We offer:

• Impact that matters. You’ll do work that shapes the future of the modern workplace
• Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.  
• Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
• Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

We’re committed to building a team as diverse as the customers we serve. If your experience doesn’t align perfectly with every qualification, we still encourage you to apply you might be exactly what we’re looking for. If this sounds like a fit, apply today, we’d love to meet you!

#LI-DNI