Join our dynamic team as a Senior Analyst, focusing on exceptional customer experience and product support. This role is key to building strong client relationships and driving functional excellence within enterprise technology. You will be instrumental in fostering innovation and supporting long-term growth by ensuring our clients receive top-tier assistance.

As a Senior Analyst, you will expertly manage customer interactions across voice, chat, and email, taking full ownership of each case. Your responsibilities include providing in-depth product guidance, troubleshooting issues, and identifying opportunities for product adoption and upgrades. You will maintain meticulous documentation, adhere to quality standards, and contribute to customer satisfaction and overall product success.

Key duties involve diagnosing and resolving moderate complexity issues, ensuring end-to-end case ownership, and identifying sales opportunities through proactive customer engagement. You will also deliver strong performance on key performance indicators such as quality, customer satisfaction, and productivity, while maintaining high-quality and compliant case documentation. This position operates on a night shift schedule.

We are seeking candidates with a Bachelor’s degree, preferably in Commerce or Finance, and 1-3 years of experience in product support, SaaS, or customer support. Essential qualifications include robust troubleshooting experience, proficiency in CRM systems, and multi-channel handling capabilities. Experience with international voice processes and a foundational understanding of accounting principles are highly valued. Fluency in English at a B2+ to C1 level is preferred. Familiarity with finance or accounting processes such as claims, billing, AP, and AR is a significant advantage.