Customer Engagement Analyst (Project Hire)

Role Overview:

The L1 Customer Engagement Analyst (Project Hire) provides essential frontline support with a primary focus on performing administrative tasks and sustaining tactical, day-to-day operations. They manage and resolve simple inquiries, quick-kill concerns, and immediate fixes to uphold service standards and customer satisfaction. In addition, they assist with requests, investigate issues, and coordinate with internal teams to ensure timely resolutions.

Roles and Responsibilities:

Customer Support & Resolution

• Ticket intake and logging: Receives, records, and categorizes customer inquiries, requests, and complaints through hotline, in-app channels, and email via Zendesk, ensuring accurate documentation for tracking and reporting.
• Concern resolution: Investigates reported issues, identifies root causes, and drives end-to-end resolution for routine cases, escalating complex concern...