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, through serving as an internal advocate and customer liaison and delivering the highest level of service to our customers.

As a successful Customer Support Analyst, you are a “people person” by nature and will have both the soft and hard skills required to master technology and manage customer relationships. You have an analytical mind driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. You are able to demonstrate superb communication, organization, and time management skills, and you are able to effectively handle a number of diverse and complex problems at the same time. 

This is a remote opportunity. East coast candidates preferred.

Responsibilities

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

Requirements

• Bachelors’ 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 and written communication skills
• Quick learner who can confidently articulate software-related and technical concepts
• Ability to be task-oriented, to prioritize, and to manage time effectively
• Work independently with discipline and motivation to succeed in a virtual environment

Bridgeway is an Equal Opportunity Employer