Customer Support Analyst I

We’re seeking a Customer Support Analyst I to provide front-line assistance to AbsenceSoft customers, delivering timely, accurate, and empathetic support. In this role, you’ll help resolve customer inquiries, document cases, and ensure a positive customer experience while developing deep expertise in AbsenceSoft’s leave management SaaS platform. This is an ideal opportunity for someone who loves problem-solving, enjoys helping others, and is eager to grow within a mission-driven technology company.

What you'll do

• Respond to customer inquiries via phone, email, and chat, ensuring timely and professional resolution.
• Troubleshoot and resolve basic product issues and usage questions.
• Document support cases, resolutions, and follow-ups in the ticketing system.
• Escalate complex issues to senior analysts or technical teams as needed.
• Contribute to internal knowledge base documentation.
• Build foundational knowledge of leave management processes and AbsenceSoft’s platform.
• Participate in a highly compliant environment and help maintain company controls and security within your role.

What you'll bring

• Bachelor’s degree in Business, Communications, or related field, or equivalent experience.
• 0–1 year of experience in customer support, help desk, or other client-facing technology role.
• Strong communication and interpersonal skills.
• Ability to learn technical systems quickly and explain solutions clearly.
• Strong problem-solving and organizational abilities.
• Exposure to SaaS or HR technology solutions preferred.
• Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) a plus.
• Customer-first mindset with empathy and patience.
• Adaptable, detail-oriented, and eager to learn in a fast-paced environment.