Support Analyst (Technical and Product)

Strong written and verbal English communication.
Experience with email management and strong client facing communication skills.
Ability to multitask
Maintain SLA compliance and facilitate timely communication among the relevant teams.
Should have good QA skills to ensure the quality of the reports.
Investigate and troubleshoot client issues.
Coordinate with internal teams when escalation is required.
Track and report operational issues.
Familiarity with AI tools such as ChatGPT, Copilot, or Gemini.
Must have strong knowledge of Microsoft Word and Excel.
3+ years of experience in client support, research support, and media monitoring.

Roles and Responsibilities

• Manage client communications through email and other channels, ensuring professional and timely responses.
• Serve as the primary point of contact for client queries, concerns, and service requests.
• Investigate, troubleshoot, and resolve client issues while maintaining high customer satisfaction levels.
• Monitor and adhere to defined Service Level Agreements (SLAs) to ensure timely issue resolution and communication.
• Coordinate with internal teams and stakeholders to facilitate issue resolution and escalate complex cases when necessary.
• Perform quality assurance (QA) checks on reports, deliverables, and client communications to ensure accuracy and consistency.
• Track, document, and report operational issues, risks, and trends to relevant teams and management.
• Conduct research and media monitoring activities to support client requirements and business objectives.
• Maintain detailed records of client interactions, issue logs, and resolution status.
• Utilize AI-powered tools such as ChatGPT, Copilot, and Gemini to improve productivity, research efficiency, and content quality.
• Prepare, review, and format reports, presentations, and documentation using Microsoft Word and Excel.
• Analyze data, generate reports, and provide actionable insights to clients and internal stakeholders.
• Collaborate cross-functionally with operations, research, quality, and support teams to ensure seamless service delivery.
• Prioritize multiple tasks effectively in a fast-paced environment while maintaining accuracy and attention to detail.
• Identify process improvement opportunities and recommend solutions to enhance operational efficiency and client experience.