Position Title- Support Analyst

Location- Costa Rica (Remote)

Employment Type-Full-Time

About the Role

We are seeking a customer-focused Support Analyst to join our growing team. This role will be responsible for monitoring, troubleshooting, and resolving support tickets while delivering exceptional service to our clients.

The ideal candidate has experience in technical support, service desk operations, and customer communication. You will work closely with customers, engineers, and internal teams to ensure timely resolution of issues and maintain high service quality.

Responsibilities

Monitor and manage support ticket queues
Investigate and troubleshoot customer-reported issues
Document incidents, resolutions, and knowledge articles
Escalate complex issues to engineering teams
Communicate effectively with customers regarding issue status and resolution
Maintain SLA compliance and ticket quality standards
Participate in continuous process improvement initiatives
Contribute to internal knowledge base documentation

Required Qualifications

2+ years of technical support or service desk experience
Strong written and verbal English communication skills
Experience with ticketing systems such as Jira, Zendesk, Freshdesk, or ServiceNow
Basic understanding of databases and web applications
Strong troubleshooting and problem-solving skills
Ability to work independently in a remote environment

Preferred Qualifications

ITIL Foundation certification
Experience supporting SaaS applications
SQL knowledge
Experience working with US-based customers

Nice to Have

AI-assisted support experience
Knowledge base management experience

Job Type: Contract
Contract length: 6 months

Experience:

technical support or service desk : 2 years (Required)
with ticketing systems : 2 years (Required)

Language:

English (Required)

Work Location: Remote

Incept Data Solutions, Inc

New Jobs

Support Analyst -Costa Rica