Customer Support Analyst
المدينة المنورة,
Saudi Arabia
المدينة المنورة,
Saudi Arabia
The Customer Support Analyst provides technical and functional support to end-users, analyzes support data to identify patterns, and works to improve service delivery and customer satisfaction.
Responsibilities
- Respond to customer inquiries and troubleshoot issues across products/services.
- Analyze support trends and recommend improvements to service processes.
- Document customer issues and solutions in the knowledge base.
- Coordinate with product and technical teams for escalations.
- Monitor SLAs and generate performance reports.
Must Have
- Bachelor’s degree in Business, IT, or related field.
- 1–3 years of experience in a customer support or service desk role.
- Strong communication and empathy skills.
- Proficiency in Microsoft Excel, including report generation, charts, and issue tracking.
- Familiarity with support tools like Zendesk, Freshdesk, or Salesforce.
Nice to have
- Experience with ticketing systems and customer success metrics.
- Knowledge of SQL, dashboards, or basic analytics tools.
Career Path / Development Opportunities
1
Senior Support Analyst
2
Support Lead
3
Customer Success Manager
KPIs / Success Metrics
First response time (FRT)
Ticket resolution time
Customer satisfaction (CSAT) score
Escalation rate
Support Agents
Product and QA teams
Customer Success / CX Team