Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system.
Analyze customer support data to identify trends, root causes, and opportunities for process improvement.
Track key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores.
Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer issues and drive improvements.
Develop and maintain comprehensive documentation for support procedures and training materials.
Monitor and report on customer feedback to inform product and service improvements.
Participate in system and process audits to ensure adherence to quality standards.
Assist with onboarding and training of new support team members as needed.

Bachelor’s degree in Business, Information Systems, Communications, or a related field.
2+ years of experience in customer support or a related role.
Strong analytical and problem-solving skills; proficiency in Excel, SQL, or support analytics tools is a plus.
Excellent written and verbal communication skills.
Familiarity with customer support software such as Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
High attention to detail and a passion for improving customer experiences.
Willingness to work flexible hours, including weekends and holidays, as part of a rotating support schedule.

Hybrid work set-up: 2 days per week in our BGC office; remote the rest of the time.
Benefits: HMO coverage from month one, free catered lunches, monthly fitness, transportation, and accommodation allowance, and more.
**Join a team with a deeply collaborative culture! **Learn more here: https://www.firstcircle.ph/careers

Business Support Analyst

Key skills