[Hiring] Customer Support Analyst @Associated Nerd Global

Role Description

We're starting to build our customer support operation and are looking for our first hire in this area. You'll work autonomously on customer support, helping to structure processes, define best practices and lay the foundation for a team that will grow. This is an opportunity for someone who wants to be part of something from the start and, over time, take on a leadership role as the team expands.

Customer support (the heart of the role)

• Respond to customer requests in English across different channels (chat, email, tickets and whatever makes sense for the operation).
• Resolve questions, complaints and issues quickly, clearly and professionally.
• Follow up on cases until they are fully resolved, leaving nothing hanging.
• Escalate cases beyond your scope to the responsible teams and make sure the customer gets a response.
• Maintain a consistent tone aligned with the company's image.

Processes and documentation

• Help build support workflows from scratch (what to do, when to escalate, how to respond).
• Create and maintain canned responses, templates and a knowledge base (FAQ) to speed up support.
• Document the most recurring issues and suggest solutions or improvements.

Records and metrics

• Log all customer interactions in an organized way.
• Track the first performance metrics (response time, resolution time, customer satisfaction).
• Report periodically to management on support volume and key concerns.

Continuous improvement and voice of the customer

• Be the bridge between customers and the company, bringing feedback, recurring pain points and improvement suggestions.
• Identify patterns in support cases that may point to bigger product or process issues.

Confidentiality and security

• Ensure the confidentiality and proper handling of customer information.
• Follow the security and data protection procedures defined by the company.

Preparing for team growth

• Help onboard and train new agents as the team grows.
• Help define the standards and best practices the team will follow in the future.

Qualifications

• 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).

Requirements

• Leadership profile and desire to grow into a coordinator role.
• Experience structuring support processes or documentation.
• Knowledge of support tools and ticketing systems (Zendesk, Freshdesk, Intercom, etc.).
• Availability to work on Australian time zone.