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:
Work Location: Remote
