Customer Support Analyst

Context:
By combining technical, operational, and client-facing skills, the role helps improve customer satisfaction and team efficiency.

Role Purpose:
The Customer Support Analyst ensures customers receive timely, professional support, while also assisting with website content, media preparation, and simple marketing activities. The role helps resolve client enquiries, contributes to smooth project delivery, and strengthens customer trust.

Work of the Role:
Triaging and following up on support enquiries, ensuring they are resolved promptly and effectively.
Assisting with website projects by uploading and formatting content, preparing and publishing media, and supporting light front-end work (e.g., HTML/CSS).
Preparing, cleaning, and maintaining data in spreadsheets, including product catalogue information.
Supporting simple marketing activities such as scheduling approved social media posts, publishing blogs, and updating content libraries.
Coordinating small project tasks, helping the team stay organised with tools like Asana.
Communicating clearly with clients and colleagues to manage expectations and share updates.
Tracking time accurately, meeting delivery deadlines, and raising risks or blockers early.
Contributing ideas to improve processes that make the team more efficient and customers happier.


Outcomes and Measures:
Customer support tickets triaged and resolved within agreed response and resolution times.
Website content, media, and updates published accurately, promptly, and to brand standards.
Product catalogue data and spreadsheets maintained with high accuracy.
Social media posts and blog updates published on schedule and error-free.
Positive client feedback with minimal follow-up required.
Clear and professional communication maintained across support, projects, and marketing activities.

Skills and Requirements
1–2 years experience in a customer support, digital, or administrative role.
Familiarity with HTML and CSS (entry level) is desirable.
Experience using CMS platforms (e.g., WordPress, HubSpot CMS) is an advantage.
Strong organisational and multitasking ability, with attention to detail in managing varied tasks.
Proficiency in spreadsheets and basic content/media preparation tools.
Clear written and verbal communication, with a collaborative and proactive approach.