Live Support Analyst

Job description

The Live Support Analyst (L1) serves as the first point of contact for customers seeking technical support. This role is responsible for providing timely, accurate, and empathetic responses to customer inquiries, performing initial technical and data-related investigation, and ensuring issues are clearly documented and escalated when appropriate. This role blends customer-facing support excellence with foundational technical and data awareness, enabling the support organization to resolve more issues at L1 while improving the quality of escalations to downstream technical teams. Responsibilities: - Customer Support & Communication - Respond to incoming customer support requests in a timely and professional manner - Serve as the primary customer-facing point of contact throughout L1 issue handling - Communicate clearly, empathetically, and confidently with customers - Ability to effectively understand and troubleshoot user concerns to triage support issues to L2 support or guide user to self help resources as needed First-Line Investigation: - Perform initial troubleshooting and investigation of reported issues - Verify expected system behavior against documented processes and produ...