Customer Support Analyst

Description

Job Summary: We are seeking a Customer Support Analyst to manage tickets, monitor metrics, prepare operational reports, and coordinate case resolution, ensuring empathetic communication. Key Highlights: 1. Manage customer tickets and requests on support platforms. 2. Monitor service metrics and prepare operational reports. 3. Ensure clear, empathetic, and solution-oriented communication. Logistics and courier company seeks a **Customer Support Analyst** Work location: POLANCO **Main Responsibilities** * Manage customer tickets, requests, and incidents on support platforms. * Provide timely follow-up on critical cases until resolution. * Monitor service metrics (SLA, response times, recurrence rates, NPS, backlog, etc.). * Prepare operational reports in Google Sheets for performance visibility. * Coordinate with internal departments, operations, and support teams for case resolution. * Document processes, findings, and solutions to strengthen the knowledge base. * Ensure clear, empathetic, and solution-oriented communication with customers. **Essential Requirements** * High school diploma or equivalent. * **Intermediate or advanced proficiency in Google Sheets (MANDATORY).** * Proficiency in formulas, pivot tables, filters, data validation, and basic analysis. * Minimum of **1 year of experience in Customer Service, SAC, support, or contact center roles**. * Experience using ticketing tools such as **Zoho, Zendesk, or similar**. * Analytical ability to interpret metrics and resolve problems in a structured manner. * Ability to track multiple cases in an organized fashion. **We Offer** * Base salary: $12,000 gross * Statutory benefits * Schedule: Monday to Saturday (Saturdays: HO), 7\-4 PM, 9\-6 PM, 11\-8 PM * Bi-weekly payments * Availability required for shift rotation after the first month of training (9\-6 PM) If you meet the profile and are interested in this opportunity, please apply through this channel with your updated CV