About the Role
This role involves assessing and directing support requests to the correct teams, ensuring cases are handled efficiently and in alignment with service standards. The analyst acts as the first point of evaluation, applying defined protocols to streamline resolution workflows.
Responsibilities
- Review and assess incoming technical and customer support tickets
- Classify issues based on type, severity, and required response time
- Route cases to the correct internal team for resolution
- Maintain accurate records in the ticketing system
- Communicate status updates to stakeholders as needed
- Identify recurring problems and escalate trends to management
- Ensure service level agreements are met for initial response times
- Collaborate with support and technical teams to clarify case details
- Verify that all required information is included in each ticket
- Follow documented triage procedures for consistent handling
- Escalate urgent issues according to protocol
- Update ticket statuses in real time
- Monitor open cases to prevent delays
- Provide initial responses to customers when required
- Assist in refining triage workflows based on feedback
- Maintain confidentiality of customer data
- Respond to internal inquiries about case routing
- Track metrics related to triage performance
- Support onboarding of new team members with triage processes
- Participate in regular team meetings and training sessions
Nice to Have
- Certification in ITIL or customer service management
- Prior experience in a triage or dispatch role
- Familiarity with CRM platforms
- Experience in a regulated industry environment
- Knowledge of data privacy standards
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model
Team
Part of the customer support operations team focused on issue prioritization and escalation
What You’ll Do
- Evaluate incoming support cases and determine the appropriate team for resolution
- Apply consistent criteria to prioritize issues based on impact and urgency
- Ensure all tickets contain sufficient detail for downstream teams
- Maintain up-to-date case documentation and status tracking
- Contribute to continuous improvement of triage processes
What We’re Looking For
- A detail-oriented professional with experience in support operations
- Someone who thrives in structured environments with clear processes
- An individual with strong communication and organizational skills
- A team player committed to efficient issue resolution
Not available
