Service Support Analyst

Boston, NH - USA

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

The Service Support Analyst provides operational technical and customer support to ensure efficient delivery of services and high levels of client satisfaction. This role acts as a key liaison between customers internal teams and service providers by analyzing issues coordinating resolutions and supporting service performance. The ideal candidate is detail-oriented analytical customer-focused and capable of working independently in a remote environment.

Key Responsibilities

Serve as the primary point of contact for service-related inquiries issues and requests

Monitor service performance incidents and support tickets to ensure timely resolution

Analyze service issues to identify root causes trends and improvement opportunities

Coordinate with internal teams (IT operations customer service) to resolve service disruptions

Document incidents resolutions and service processes accurately in tracking systems

Provide status updates and clear communication to stakeholders and customers

Support service delivery by maintaining service-level agreements (SLAs) and performance metrics

Assist with onboarding system access and user support as required

Generate reports on service performance issue resolution and customer satisfaction

Recommend process improvements to enhance service efficiency and quality

Ensure compliance with company policies data security standards and confidentiality requirements

Qualifications

High school diploma or equivalent required; associate or bachelors degree preferred

13 years of experience in service support customer support operations or IT support

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Experience using ticketing systems CRM platforms or service management tools

Ability to manage multiple priorities and deadlines in a remote work environment

Strong attention to detail and organizational skills

Preferred Skills

Experience working in a remote or distributed team environment

Familiarity with IT service management (ITSM) frameworks such as ITIL (preferred but not required)

Proficiency in Microsoft Office or Google Workspace

Customer-focused mindset with a continuous improvement approach