Customer Support Analyst
GridUnity
WorldwideFully remoteFull TimeCustomer Service
No salary statedPosted 24 days ago3w ago
Why we think you can apply
- Hiring model
- Open worldwide · the employer states no country restriction
- Work from
- Anywhere, the UAE included
Posted 24 days ago
About the role
Responsibilities
- Own and manage assigned customer tickets from intake to resolution or escalation
- Troubleshoot customer-reported issues directly and resolve them with urgency
- Coordinate with Engineering and internal teams to resolve complex issues
- Proactively communicate blockers, risks, and workload concerns
- Translate vague customer enhancement requests into clear acceptance criteria
- Maintain accurate ticket status, notes, and ownership in the service management system
- Produce reporting on ticket volume, trends, and performance
- Prioritize queue based on customer impact and urgency
Requirements
- At least 2 years of hands-on experience with Jira Service Management, Zendesk, Freshdesk, ServiceNow, or similar
- Proven track record of resolving customer issues independently
- Strong professional written and spoken communication skills
- Direct experience working within agile processes (kanban, backlogs, tickets/stories)
- Ability to self-manage and prioritize work in an ambiguous environment
- Associate's or Bachelor's degree in a related field, or equivalent professional experience
Benefits
- Comprehensive health, dental, and vision insurance starting day one
- 401(k) plan with a 4% match
- Flexible PTO
- Remote-first culture
- Professional development opportunities
About the Company
GridUnity is the industry leader in interconnection life cycle management, delivering software solutions that accelerate the transition to a more affordable, sustainable, and resilient energy future.
What we look for
- 2+ years experience with service management systems
- Experience resolving customer issues independently
- Professional written and spoken communication
- Experience with Agile processes
- Associate's or Bachelor's degree or equivalent experience
JiraZendeskAgileKanban
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GridUnity
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NeverApply scores every new listing against your CV, salary floor and visa. A handful of real matches by morning.
Get your daily matchesCustomer Support AnalystGridUnity · 3 free applies a month