Support Business Analyst

Responsibilities

• Analyze incoming requests and discern core requirements
• Mediate conflicts, de-escalate tensions, and align competing priorities using data-driven negotiation
• Act as the central liaison between Customer Support, Product, and Engineering
• Translate complex technical jargon into clear, user-friendly language for customers
• Monitor the progress of escalated tickets, ensuring alignment with service expectations

Requirements

• 2+ years in a hybrid role combining Business Analysis, Technical Support, or Customer Success within a software or technology environment
• Exceptional ability to handle friction and pushback from internal teams
• Exceptional ability to read between the lines of customer and internal complaints
• Proven ability to manage multiple moving parts, follow up relentlessly, and lead by influence across different departments
• Hands‑on experience with ticketing and project management systems (e.g., Jira, Zendesk, Salesforce, or similar)

Soft Skills

• data-driven negotiation
• conflict mediation
• de-escalation
• alignment of priorities
• communication
• customer advocacy
• influence
• problem-solving
• multitasking
• follow-up