Support Analyst - Remote

Overview

As a Support Analyst, your primary goal is to assist customers in understanding our products and services while addressing any concerns, complaints, or issues they may encounter. We are seeking an innovative, eager to own their success and energized individual who is looking to pursue a career that’s as challenging as it is rewarding! At MavTek, we empower you to make a real impact in everyday lives of tens of thousands of our customers.

In Short

• Respond to emails from end-users for a variety of inquiries (billing related, application/sign up, site navigation, feature service and technical assistance/troubleshooting etc.)
• Investigate bugging site issues and collect necessary information to report site bugs
• Escalation of issues to the proper channels/queues.
• Interface with the Risk team to identify areas of risk and mitigate chargebacks.
• Identify and analyze patterns and trends to help improve processes, enhance the site/product etc.
• Content moderation: reviewing flagged content for quality and compliance.
• Evaluate Creator applications, while adhering to internal procedures.
• Review and approve official documents.
• Other tasks associated with site updates, customer follow-ups and general administration as required.

Requirements

• You have impeccable communication skills (customer base primarily speaks English).
• You are comfortable with technology; you have the ability to navigate and understand new systems and platforms easily.
• Critical thinking and problem-solving are part of your strong skills.
• You understand the importance of paying attention to details and getting it right the first time.
• You have excellent organization skills.
• You are available to work evenings and weekends.

Benefits

• 4 Day work Week (work 32h get paid for 40h).
• Remote work policy.
• RRSP & DPSP plan to help you prepare for your future.
• Home office subsidy, in addition to the essentials including laptop & accessories.
• Tuition Reimbursement Program.