Customer Support Analyst

Associated Nerd Global

. Respond to customer requests in English across chat, email, tickets, and other relevant channels .

Posted 9/22/2026full-timeRemote • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service, with a focus on effective communication, problem-solving, and process documentation. Proficient in managing customer interactions and feedback while ensuring adherence to security and data protection protocols.

Highest-signal resume keywords

Customer Service ExperienceFull Professional Proficiency In EnglishStrong Communication SkillsProblem-Solving SkillsKnowledge Of Support Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction LoggingSupport Process StructuringDocumentation SkillsResponse Time TrackingResolution Time TrackingCustomer Satisfaction Metrics

Soft Skills

Attention To DetailAutonomyInitiativeOrganization

Tools & Technologies

ZendeskFreshdeskIntercom

Industry Keywords

Customer FeedbackEscalation ProceduresKnowledge BaseSupport WorkflowsData Protection Procedures

About the role

Key responsibilities & impact

Respond to customer requests in English across chat, email, tickets, and other relevant channels
Resolve customer questions, complaints, and issues quickly, clearly, and professionally
Follow up on cases until fully resolved
Escalate cases beyond scope to responsible teams and ensure customers receive a response
Maintain a consistent tone aligned with the company's image
Build support workflows from scratch, including escalation and response procedures
Create and maintain canned responses, templates, and a knowledge base/FAQ
Document recurring issues and suggest solutions or improvements
Log all customer interactions in an organized way
Track response time, resolution time, and customer satisfaction metrics
Report periodically to management on support volume and key concerns
Bring customer feedback, recurring pain points, and improvement suggestions to the company
Identify patterns indicating broader product or process issues
Ensure confidentiality and proper handling of customer information
Follow company security and data protection procedures
Help onboard and train new agents as the team grows
Help define future team standards and best practices

Requirements

What you’ll need

Previous experience in customer service or support
Full professional proficiency in English (written and spoken)
Autonomy and initiative to work with little defined structure
Strong communication and problem-solving skills
Organization and attention to detail
Availability to work a flexible schedule (depending on the operation)
Leadership profile and desire to grow into a coordinator role (nice to have)
Experience structuring support processes or documentation (nice to have)
Knowledge of support tools and ticketing systems such as Zendesk, Freshdesk, or Intercom (nice to have)
Availability to work on Australian time zone (nice to have)

Benefits

Comp & perks

Flexible schedule availability
Opportunity to grow into a leadership/coordinator role
Opportunity to help shape a new customer support operation and team
Potential to help onboard and train new agents as the team grows