Support Bar Analyst

Keywords is seeking a highly skilled Support Bar Analyst to oversee first and second line support across its global studios. The role involves serving as a frontline support contact, troubleshooting issues, and ensuring efficient service delivery to internal users. This position requires strong communication, leadership, and problem-solving skills within a dynamic environment.

Requirements

• Full scope of tasks including but not limited to: Act as front-line support for local and/or time zone-based employees. Serve as the main point of contact for our customers via email, walk ups, and chat support. Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
• Strong knowledge of first and second line support operations.
• Strong knowledge of ServiceNow and industry trends.
• Excellent relationship building skills.
• Ability to work in a matrix management environment.
• Proven work experience in a customer service or Helpdesk role.
• Excellent communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
• Ability to learn quickly and adapt to new software applications and technologies.
• Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation.

Benefits

• Competitive compensation and benefits
• Global exposure