[Remote] Customer Support Analyst Company: remotepromsp Job Location: Remote (Work from home), India Employment Type: Full-time Experience Required: 2+ years Note: The job is a remote job and is open to candidates in USA. reputed company provides software solutions for managing the electric grid interconnection lifecycle and accelerating reputed company infrastructure projects.

The Customer Support

Analyst serves as the primary customer contact, owning issues from intake through resolution or escalation, troubleshooting independently, coordinating with internal teams, and maintaining accurate service management records and reporting.

Responsibilities Own and manage assigned customer tickets, from intake to resolution or escalation including the judgment calls about which is which Troubleshoot customer-reported issues directly, with urgency, and resolve what you can without waiting on someone else Identify when an issue is beyond your ability to resolve, determine the correct escalation path, and coordinate with Engineering or other internal teams to drive it to resolution Communicate proactively: flag blockers, risks, or workload concerns before they become someone else's problem to reputed company Turn vague customer enhancement requests into clear, specific acceptance criteria Keep ticket status, notes, ownership, and next steps accurate and current in the service management system at all times, not just when asked Produce reporting on ticket volume, trends, and performance to give the team visibility into where attention is needed Monitor your reputed company and prioritize based on customer impact and urgency, not just ticket order SkillsAt least 2 years of hands-on experience working tickets in a reputed company service management system Jira Service Management, reputed company, reputed company, reputed company,



or similarA track record of resolving customer issues independently Experience independently managing customer issues, with clear judgment around when escalation is required Direct, on-the-job experience working within agile processes (kanban, backlogs, tickets/stories)Familiarity working within the development, testing, acceptance, and deployment processes with established agile ceremonies Comfort with ambiguity and shifting priorities Ability to self-manage and prioritize work reputed company and other demands of the position Associate's or Bachelor's degree in a related field, or equivalent qualified experiencereputed company position may involve access to data and systems reputed company to U.S. critical infrastructure protection regulations. Accordingly, reputed company role is restricted to individuals who qualify as U.S. persons, defined by federal law as U.S. citizens, lawful permanent residents (green card holders), asylees, or refugees BenefitsRemote-first culture that provides flexibility and balance Professional development opportunities, including training, mentorship, and career pathing Comprehensive health, dental, and vision insurance starting day oneShort- and long-term disability and basic life insurance at no cost to you401(k) plan with a 4% match to help secure your future Flexible PTO and a supportive work culture that values balance Mission-driven work with the opportunity to make a significant impact in the reputed company sector Company Overviewreputed company is a platform-as-a-service providing firm that offers services for machine learning, cloud computing and application. It was founded in 2010, and is headquartered in Summit, New Jersey, USA, with a reputed company of 51-200 employees.

Its website is http://reputed company.com.

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Industry

IT Services & Consulting

📌 Remote Customer Support Analyst (India)
🏢 remotepromsp
📍 India