Service Support Analyst Job at Eis group usa, Boston, MA

My9SMU12dTNMS29reWc3QXZrbzViL0NoV0E9PQ==
  • Eis group usa
  • Boston, MA

Job Description

The Service Support Analyst provides operational, technical, and customer support to ensure efficient delivery of services and high levels of client satisfaction. This role acts as a key liaison between customers, internal teams, and service providers by analyzing issues, coordinating resolutions, and supporting service performance. The ideal candidate is detail-oriented, analytical, customer-focused, and capable of working independently in a remote environment.

Key Responsibilities

Serve as the primary point of contact for service-related inquiries, issues, and requests

Monitor service performance, incidents, and support tickets to ensure timely resolution

Analyze service issues to identify root causes, trends, and improvement opportunities

Coordinate with internal teams (IT, operations, customer service) to resolve service disruptions

Document incidents, resolutions, and service processes accurately in tracking systems

Provide status updates and clear communication to stakeholders and customers

Support service delivery by maintaining service-level agreements (SLAs) and performance metrics

Assist with onboarding, system access, and user support as required

Generate reports on service performance, issue resolution, and customer satisfaction

Recommend process improvements to enhance service efficiency and quality

Ensure compliance with company policies, data security standards, and confidentiality requirements

Qualifications

High school diploma or equivalent required; associate or bachelors degree preferred

1–3+ years of experience in service support, customer support, operations, or IT support

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Experience using ticketing systems, CRM platforms, or service management tools

Ability to manage multiple priorities and deadlines in a remote work environment

Strong attention to detail and organizational skills

Preferred Skills

Experience working in a remote or distributed team environment

Familiarity with IT service management (ITSM) frameworks such as ITIL (preferred but not required)

Proficiency in Microsoft Office or Google Workspace

Customer-focused mindset with a continuous improvement approach

Job Tags

Remote job, Work at office,

Similar Jobs

Ruvixx

Web & Graphic Designer Job at Ruvixx

We'reHiring!SeniorWeb&GraphicDesigner(TeamLead) Areyouacreativeleaderwholovesturningideasintovisuallystunningdigitalexperiences?RuvixxislookingforaWeb&GraphicDesigner withleadershipexperiencetojoinourremoteteam.Youwill... 

PeopleReady

Production Associate - 1st Shift Job at PeopleReady

 ...(bonuses are per eligibility requirements). Apply online today! . Perks...  ...Environment, Modern, high tech Environment, Paid Training...  ...Direct Deposit or Cash Card pay options, Medical / Dental Insurance...  ...duration of the shift. No experience required, but we prefer any prior... 

MALAWI'S RIVERWOODS LLC

MALAWI'S PIZZA HAS IMMEDIATE OPENINGS FOR ALL TEAM POSITIONS Job at MALAWI'S RIVERWOODS LLC

MALAWI'S PIZZA HAS IMMEDIATE OPENINGS FOR ALL TEAM POSITIONS. EARN GREAT MONEY!!! Join our amazing team! Please apply in person at 4801 N University Ave STE #110, Provo, UT 84604 Cashiers, cooks, dishwashers

Compass Group

BARISTA (PART TIME) Job at Compass Group

 ...Babson Trim Dining We are hiring immediately for part time BARISTA positions. Location: Babson Trim Dining - 231 Forest...  ...vary. More details upon interview. Requirements: No prior experience is required. Fixed Pay Rate: $16.00 per hour. We Make... 

Bank of America Corporation

Treasury Sales Officer - North America Job at Bank of America Corporation

 ...At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a...