Junior Tech Client Support Analyst

As a Junior Tech Client Support Analyst at Improvado, your main responsibilities include investigating and resolving complex data-related issues, engaging with customers through various support channels like Helpdesk and video calls, collaborating with cross-functional teams to escalate bugs and improve product quality, mastering technical tools, and documenting cases for future reference. Your work ensures that our clients receive accurate, actionable insights from the platform.

To be successful as a Junior Tech Client Support Analyst at Improvado, candidates should possess at least one year of experience in technical support or a related field, a good command of SQL, and a customer-first mindset that focuses on translating technical details into clear, empathetic solutions. Familiarity with marketing APIs and experience in a fast-paced, collaborative environment are also beneficial.

Improvado offers a remote-first work environment where flexibility is key. Collaboration happens asynchronously, allowing you to maintain a results-driven schedule that suits your lifestyle. This vibrant culture fosters teamwork and inclusion among employees, driving innovation and continuous improvement in the product and services offered to clients.

Junior Tech Client Support Analysts contribute to product excellence at Improvado by collaborating with Engineering, Product, and Customer Success teams to escalate bugs and provide valuable insights that shape future developments. Through thorough investigations, documenting recurring issues, and offering direct customer feedback, analysts play a crucial role in refining the platform and ensuring client satisfaction.

As a Junior Tech Client Support Analyst at Improvado, employees enjoy generous benefits including 27 days of paid time off plus US holidays, the flexibility of a remote work culture, and opportunities to work with industry-leading clients. The position also enables personal and professional growth within a fast-paced startup environment.

When answering this question, focus on a specific example that demonstrates your analytical skills and problem-solving approach. Outline the issue, the steps you took to investigate and resolve it, and the positive outcome that resulted, highlighting your technical abilities and customer service focus.

In your response, emphasize your organizational skills and your ability to assess urgency based on client impact. Discuss how you maintain communication with clients while working on their requests and ensure timely follow-ups, demonstrating your commitment to customer satisfaction.

Detail your experience with SQL, mentioning specific queries you have written, the types of data you have analyzed, and how this has enabled you to troubleshoot data-related issues effectively. Give examples of situations where your SQL skills directly contributed to resolving a client problem.

To effectively answer this question, share an example of a challenging interaction. Describe the steps you took to empathize with the client, resolve their concerns, and how you turned that situation into a positive experience, which showcases your interpersonal skills and customer-first mindset.

Discuss your proactive approach to learning, such as online courses, webinars, or professional networks. Emphasize how staying informed about industry trends impacts your performance and empowers you to provide excellent support to clients using the latest technologies.

In your response, convey your admiration for Improvado's innovative approach to marketing intelligence and your eagerness to contribute to such meaningful work. Mention how the values of the company align with your personal goals and how you can add value to the team.

List the customer support tools you are familiar with, like Jira or Google Meet, and provide examples of how you have used them in past roles. Highlight your quick learning ability and openness to mastering Improvado's specific tools.

Share a specific project that involved teamwork and collaboration. Highlight your role in facilitating communication, solving problems collectively, and how the teamwork led to successful project completion, underlining your collaborative spirit.

Explain your approach to documenting issues, such as maintaining detailed records of troubleshooting processes, solutions, and client feedback. Talk about how effective documentation can streamline future support and enhance team knowledge.

Showcase your knowledge of Improvado's objectives to simplify complex marketing data and how you relate to this mission. Discuss specific skills or experiences that make you an ideal candidate to help fulfill this mission as a Junior Tech Client Support Analyst.