Customer Support Analyst

About the role

As a Customer Support Analyst, you will be the primary point of contact for addi's customers and partners, delivering high-quality support across all communication channels. Your efforts will directly contribute to building customer loyalty and strengthening trust in addi's financial platform. You will ensure every interaction is positive and resolves needs efficiently.

Key facts

What you'll do

• Be the main advocate for customer satisfaction, ensuring positive experiences across all support channels.
• Resolve customer inquiries and issues thoroughly during the first interaction to maximize efficiency.
• Identify and escalate opportunities for process improvements based on customer and partner feedback.
• Maintain high service standards by providing timely and effective support across all communication methods.
• Support team operations by assisting with accurate report generation and clear documentation.

Requirements

• Demonstrated experience in a customer-facing support role, preferably in a fast-paced, customer-focused setting.
• Proven ability to identify, analyze, and resolve customer issues with a focus on understanding needs and exceeding expectations.
• Excellent verbal and written communication skills, adaptable to various audiences including customers and internal teams.
• Ability to build rapport, actively listen, and show empathy in all interactions.
• Familiarity with customer support workflows and a proactive approach to identifying areas for improvement.
• Ability to quickly learn and use various customer service tools and systems like CRM platforms, chat, and telephony.
• Demonstrated ownership of actions and outcomes, proactively enhancing customer experience and contributing to team goals.
• Ability to thrive in dynamic environments, adapting to changes in processes, tools, and customer needs.
• Genuine passion for understanding and addressing customer needs, advocating for beneficial solutions.

Nice to have

• Basic understanding of addi's products, services, and core processes.
• Ability to explain fundamental technical concepts related to the platform in simple terms for non-technical users.

Skills & tools

• CRM platforms
• Chat interfaces
• Telephony systems

Practical notes

The hiring process includes a 30-minute People Interview, followed by a 60-90 minute Technical Case Study to assess problem-solving and communication. Feedback is provided regardless of the outcome.