Customer Support Analyst-Sales Service

Role & responsibilities

Your Role:

Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of

basic issues related to the Cority Product Suite. Troubleshoot and assist clients with common technical

problems such as login issues, system errors, and basic configuration questions. Log all customer

support interactions in the customer support system, including case details, updates, and resolutions.

Provide consistent follow-up with customers, ensuring they are informed of the status and progress of

their case. Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including

Engineering, and track progress until resolution. Collaborate with internal teams to ensure that

customer issues are addressed promptly and accurately. Assist in identifying recurring customer issues

Skills Required

Experience with Salesforce Service Cloud - Case Management

Experience with Jira, management Kanban board and Active Sprints

MS Teams - utilize MS Teams for effective communications Previous experience in a

customer service or help desk role, preferably within a software or technology environment.

Strong analytical skills with the ability to assess issues, identify root causes, and provide

effective solutions.

Strong customer service orientation with excellent verbal and written communication skills.

Basic understanding of software systems and the ability to quickly learn and apply technical

information.

Solid organizational skills with the ability to prioritize tasks and manage time effectively in a

fast-paced environment.

Comfortable working with different software platforms (e.g., Salesforce CRM or similar

ticketing systems).

Ability to work independently while also being a team player, collaborating with peers

and senior support staff as needed.

A positive attitude and a desire to continuously learn and improve technical and problem solving skills