Analyst Client Support Services

Key Responsibilities

• Deliver prompt and effective support to new and existing customers regarding billing inquiries, service requests, sales support, installations, and communications
• Ensure customer claims and complaints are resolved fairly, effectively, and in compliance with applicable consumer laws
• Maintain strong customer relationships and ensure high levels of client satisfaction
• Monitor and analyze support KPIs including SLA adherence, first response time, resolution time, backlog, and ticket volume trends
• Identify recurring issues, escalation patterns, and repeat contacts to provide root-cause insights
• Review end-to-end support workflows to identify inefficiencies, bottlenecks, and quality gaps
• Document and standardize processes to improve operational efficiency
• Develop improvement plans based on customer feedback and survey results
• Collaborate with cross-functional and global teams to enhance service delivery