Customer Support Analyst – Remote
- Ireland
- Permanent
- Full-time
A rapidly growing SaaS provider is seeking an experienced Customer Support Analyst to join its expanding team. This role is central to delivering outstanding customer experiences, supporting product adoption, and driving continuous improvement across a suite of CRM, compliance, and client engagement tools used by financial services professionals nationwide.Key Responsibilities
- Become a subject matter expert in the company’s SaaS solutions.
- Diagnose, resolve, and escalate customer issues while managing expectations.
- Provide high-quality, customer-focused support through phone, email, and video.
- Collaborate with Product, Development, and Onboarding teams to deliver solutions.
- Support new client implementations from onboarding to go-live.
- Participate in client workshops to gather and document requirements.
- Provide product feedback and assist with testing new features and enhancements.
- Recommend improvements to processes, services, and systems.
- 3+ years in a customer-facing role, preferably in a SaaS/B2B environment.
- Coming from Life Insurance/ Pensions/ Financial Planning/ Investments backgrounds.
- Adaptable and flexible. Enjoys new challenges.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Highly organised with the ability to manage multiple priorities.
- Passion for technology and customer success.
- Experience in financial services, brokerage, or product provider environments.
- Knowledge of SaaS CRM systems.
- Familiarity with Atlassian tools (Jira, Confluence, Trello).
- Background in system administration or IT projects could be advantageous