Customer Support Analyst

Summary

Join Interapt, a leading technology services company, as a Customer Support Analyst! In this 100% remote role, you will provide advanced technical support, troubleshoot complex issues, and collaborate with a team to ensure customer satisfaction. You will utilize ticketing systems and remote support tools to resolve technical problems efficiently. This position requires at least one year of experience in a customer support analyst role, bilingualism (Spanish/English), and proficiency with ServiceNow and Bomgar (or similar tools). Interapt offers a comprehensive benefits package including health care, retirement plans, paid time off, life insurance, and more. We value diverse backgrounds and encourage applications from all.

Requirements

• Minimum of 1 years of experience in a customer support analyst role
• Must be bilingual (Spanish/English)
• Experience using Service Now and similar customer support tools is required
• Experience using Bomgar (or similar remote support tool)
• Strong technical aptitude and ability to quickly learn new technologies
• Proven experience in troubleshooting and resolving complex technical issues
• Excellent communication and interpersonal skills
• Ability to work independently and in a team environment

Responsibilities

• Provide tier I technical support to customers via phone, email, and chat
• Identify, troubleshoot, and resolve complex technical issues
• Collaborate with 1 support team to provide seamless customer service experience
• Document and track customer issues using our internal ticketing system
• Escalate unresolved issues to appropriate internal teams

Benefits

• 100% Remote Work
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Wellness Resources