Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat.
Troubleshoot software-related problems and offer timely resolutions, ensuring a professional user experience.
Act as a Tier 1 and Tier 2 support level for complex technical issues.
Collaborate with Development, QA, and other departments.
Document and track client issues through ticketing systems to ensure timely resolution.
Update status and next steps to customers regarding open cases.
Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction.
Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience.
Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.

Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
Minimum of 2 years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
Strong working knowledge of Microsoft Office and website applications.
Exceptional verbal and written communication in English.
Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
Familiarity with Accounting principles is mandatory.
Knowledge of ticketing and internal systems for tracking and resolving issues is preferred. HubSpot Experience is an asset.
Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.

Customer Support Analyst

Key skills