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Support Analyst Complaints

  • Location: San Francisco, San Francisco County, California, 94111
  • Job Type:Contract

Posted about 1 month ago

Title:  Support Analyst Complaints

Location: Remote

Type:  Contract

Job Description:

  • Responsible for providing support for customers by investigating, troubleshooting and resolving customer issues across multiple channels (email, social and/or chat).
  • Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
  • Participate in an on-call rotation to handle high priority queues and provide daily handovers to global operational teams.
  • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
  • Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.
  • Set a high bar for support analysts within the organization by setting an example through performance and work ethic.

Requirements:

  • Must have Compliance or Regulatory background, Fraud or Disputes
  • Experience with different channels of support, including voice, email, social and/or chat. Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
  • Flexible and adaptable to meeting the evolving needs of a high growth and fast paced organization.
  • Must be able to read, write and speak in English.

Nice to Haves:

  • Experience in project management, analytics and/or vendor management.
  • Advanced degree in business, finance or CX.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Experience working with and partnering with external outsource business partners.