Customer Support Analyst
- Grid Dynamics
- 8 - 9 years
- Hyderabad
- 6 months ago
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Job Description
The Customer Support Analyst serves as the frontline of technical and customer support, ensuring client satisfaction by troubleshooting issues, analyzing support trends, and delivering prompt, efficient solutions. This role acts as a bridge between customers and internal teams, using data to drive continuous improvement in service delivery.- Thoroughly investigating user issues to provide accurate bug localization and suggest workarounds if possible.
- Reproducing issues based on user reports.
- Providing technical support through ticketing systems, community forums, and social media.
- Learning every aspect of the product.
- Collecting project knowledge to share common answers and workarounds with external users.
- Communicating with project stakeholders, including developers, QAs, the marketing team, and others.
- Have at least 3+ years of experience in providing customer support for commercial software tools.
- Have coding experience (at least theoretical + Markup)
- Are familiar with one or more JetBrains IDEs & products
- Have experience with bug-tracking systems, such as YouTrack or Jira.
- Are proficient in English, both written and spoken.
- Have strong communication skills.
- Enjoy helping users no matter what issues they experience.
- Have coding experience
- Are familiar with major OSs, Bash, SSH, and SQL.
- Have experience with any AI tool for IDEs, such as JetBrains AI Assistant, Github Copilot, or Cursor AI.
- Have an understanding of version control systems.
- Have knowledge of network protocols.
- Have experience in collecting and sharing knowledge.
- Opportunity to work on bleeding-edge projects
- Work with a highly motivated and dedicated team
- Competitive salary
- Flexible schedule
- Benefits package - medical insurance, sports
- Corporate social events
- Professional development opportunities
- we'll-equipped office
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: Grid DynamicsLocation(s): Hyderabad
Keyskills: Ticketing Coding Social media SSH Customer support Medical insurance Troubleshooting Continuous improvement Technical support SQL
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