Customer Support Analyst

🔥 15 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Associated Nerd Global

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Associated Nerd Global is a recruitment and talent advisory firm focused on sourcing and placing technology professionals and executives worldwide. They provide fast, transparent tech recruitment and executive search, short time-to-hire screening, cultural-fit assessments, leadership development plans, and employee experience support. The company operates globally (notably Brazil and Portugal), pairs technical screening with customer-success support, and helps companies fill complex technology roles with an emphasis on speed and quality.

📋 Description

• Respond to customer requests in English across chat, email, tickets, and other relevant channels • Resolve customer questions, complaints, and issues quickly, clearly, and professionally • Follow up on cases until fully resolved • Escalate cases beyond scope to responsible teams and ensure customers receive a response • Maintain a consistent tone aligned with the company's image • Build support workflows from scratch, including escalation and response procedures • Create and maintain canned responses, templates, and a knowledge base/FAQ • Document recurring issues and suggest solutions or improvements • Log all customer interactions in an organized way • Track response time, resolution time, and customer satisfaction metrics • Report periodically to management on support volume and key concerns • Bring customer feedback, recurring pain points, and improvement suggestions to the company • Identify patterns indicating broader product or process issues • Ensure confidentiality and proper handling of customer information • Follow company security and data protection procedures • Help onboard and train new agents as the team grows • Help define future team standards and best practices

🎯 Requirements

• Previous experience in customer service or support • Full professional proficiency in English (written and spoken) • Autonomy and initiative to work with little defined structure • Strong communication and problem-solving skills • Organization and attention to detail • Availability to work a flexible schedule (depending on the operation) • Leadership profile and desire to grow into a coordinator role (nice to have) • Experience structuring support processes or documentation (nice to have) • Knowledge of support tools and ticketing systems such as Zendesk, Freshdesk, or Intercom (nice to have) • Availability to work on Australian time zone (nice to have)

🏖️ Benefits

• Flexible schedule availability • Opportunity to grow into a leadership/coordinator role • Opportunity to help shape a new customer support operation and team • Potential to help onboard and train new agents as the team grows