Client Support Analyst II

About the role

Origami Risk client support professionals deliver client-facing, high-quality, timely, and technically accurate support. This role is part of a support job family spanning foundational support through advanced technical investigation, with responsibilities varying by role level, experience, and assignment. The work combines client communication, case management, and technical investigation to resolve issues and protect client confidence in platform stability.

Support cases are managed in one of two queues: Tier 1 or Tier 2, with the goal of ensuring a cohesive and effective support experience.

Responsibilities

• Own client support cases from intake through resolution in alignment with assigned scope, service level objectives, and defined procedures.
• Investigate issues through structured troubleshooting, gathering context, analyzing data, and validating hypotheses.
• Resolve issues within assigned scope and promptly escalate cases requiring additional expertise.
• Ensure escalations include complete documentation, a clear problem statement, and relevant supporting data.
• Provide timely updates to clients on active outage cases based on Tier 2 information, keeping affected clients informed and relaying critical impacts or concerns to Tier 2 for outage management.
• Serve as a client-facing point of contact for assigned cases, maintaining professionalism, clarity, and responsiveness.
• Document findings accurately to support resolution and continuous improvement.

Datos clave

• Support cases are managed in one of two queues: Tier 1 or Tier 2.
• The role includes structured troubleshooting, case resolution, and escalation.
• The role provides client updates on active outage cases based on Tier 2 information.

Salario estimado

Salario estimado para servicio al cliente en República Dominicana: DOP 20.000 - 36.500 al mes, según 26 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.