Support Analyst (Technical and Product)

Role overview

Support Analyst (Technical and Product) at CapeStart

Responsibilities

• Coordinate with internal teams when escalation is required.
• Manage client communications through email and other channels, ensuring professional and timely responses.
• 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.
• 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.

Required qualifications

• Must have strong knowledge of Microsoft Word and Excel. 3+ years of experience in client support, research support, and media monitoring.

Preferred qualifications and skills

• Preferred qualification: Application Support Analyst, Production Support, Email Support

Employment details

• Location: Nagercoil [Tamil Nadu] [India]

Additional role details

• 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.
• Track and report operational issues.
• Familiarity with AI tools such as ChatGPT, Copilot, or Gemini.
• 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.
• 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.
• 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.