Customer Support Analyst

About AbsenceSoft

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going.

We're seeking a Customer Support Analyst to join our team and deliver exceptional front-line support to our customers. In this role, you'll be the first point of contact for customers navigating our leave management platform, helping resolve their questions with empathy, clarity, and expertise. If you're passionate about creating positive customer experiences and eager to grow your technical support skills, we'd love to hear from you.

What You'll Do

• Resolve customer inquiries independently via phone, email, and chat with clear, empathetic communication that ensures customer understanding of issues and resolutions
• Troubleshoot and resolve customer issues across low to medium complexity product areas, utilizing established resources and documentation effectively
• Document comprehensive case resolutions, root causes, and follow-ups in the ticketing system to support knowledge capture and trend analysis
• Contribute to internal and customer-facing knowledge base by capturing solutions during case resolution and identifying documentation gaps
• Escalate appropriately when issues exceed scope, providing clear context and evidence-based rationale for escalations
• Manage standard customer frustrations independently, de-escalating situations using established techniques while seeking guidance for highly charged interactions
• Apply feedback constructively to strengthen product knowledge, communication effectiveness, and troubleshooting capabilities

What You'll Bring

• Bachelor's degree in Business, Communications, Technology or related field, or equivalent experience
• 1–3 years of experience in customer support, help desk, or client-facing technology role
• Strong communication and interpersonal skills with the ability to explain technical solutions clearly
• Proven problem-solving and organizational abilities
• Customer-first mindset with empathy, patience, and strong attention to detail
• Adaptable, eager to learn, and collaborative in a dynamic team environment
• Ability to learn technical systems quickly and follow through on commitments

Preferred Qualifications

• Exposure to SaaS or HR technology solutions
• Experience with ticketing systems such as Zendesk or Salesforce Service Cloud

Why Join Us: AbsenceSoft Values

At AbsenceSoft, We LEAD With Our Values:

• Lead with Innovation: We create meaningful change through intelligence, focus and passion. We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.
• Elevate Every Voice: Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions.
• Achieve Together: The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.
• Drive Outcome: Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.

What We Offer

• Impact that matters: You’ll do work that shapes the future of the modern workplace
• Flexibility and trust: We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development: We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.
• Competitive rewards: We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
• Time for life: Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance: We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

We’re committed to building a team as diverse as the customers we serve. If your experience doesn’t align perfectly with every qualification, we still encourage you to apply – you might be exactly what we’re looking for. If this sounds like a fit, apply today, we’d love to meet you!

Key skills/competency

• Customer Support
• Troubleshooting
• Technical Support
• Communication Skills
• Problem-solving
• Ticketing Systems
• SaaS Solutions
• HR Technology
• Documentation
• De-escalation