Customer Support Analyst

Job Description

Aurigo Software Technologies is looking for motivated individuals to join us as Customer Support Analyst Interns for a 6-month internship program, with the potential to transition into a full-time role based on performance.

This is a unique opportunity to work closely with our product and engineering teams, assist enterprise clients, and gain real-world experience in delivering world-class customer support for a leading capital project management solution.

Primary Responsibilities:

– Review and respond to customer tickets promptly, classifying them based on priority.- Troubleshoot and resolve critical issues independently or with the sustenance team, ensuring minimal turnaround time.- Work with internal teams to address non-critical issues efficiently.- Ensure tickets contain all necessary details for developers to resolve issues.- Communicate ticket status, expected turnaround times, and resolutions to customers.- Track and prioritize issues across multiple projects, escalating risks as needed.- Identify recurring issues and contribute to root cause analysis and resolution.- Ensure accurate defect classification and documentation to support efficient resolution- Maintain compliance with SLAs and escalate when at risk.- Define severity and priority for defects, sharing updates with relevant stakeholders regularly.- Assist in identifying recurring issues and provide insights for continuous improvement in the support process- Provide clear reports on ticket trends and system issues.

Desired Skills and Experience:

– Bachelor’s degree in engineering or a related field.- Required to work in the US time zone

Why Aurigo?

– Join a mission-driven, fast-growing SaaS company trusted by 300+ agencies managing over $300B in capital programs.- Work with a supportive team and make a real impact on infrastructure that improves communities.- Recognized as one of the Top 25 AI Companies of 2024 and a Great Place to Work.