What are the responsibilities and job description for the Customer Support Analyst position at KlariVis?
Description
About KlariVis
KlariVis is an enterprise dashboard and analytics platform built for financial institutions by bankers. We are passionate about solving the data conundrum in the banking industry. We believe that the strength of our company lies in the strength of our people. At KlariVis we are looking for data-passionate individuals to join our team.
Key Responsibilities
- Ticket Intake & Triage: Create and manage support tickets in Freshdesk; provide quick, professional client acknowledgments; resolve “how-to” and usage questions directly and route complex issues to the appropriate Tier 2/3 teams.
- Daily Processing Review: Monitor daily processing results for ~150 clients; proactively identify and communicate processing issues; escalate complex exceptions and manage reprocessing/reloading of client files.
- Client Communication: Serve as the primary client-facing contact during incident resolution; provide clear, consistent updates in line with SLAs and severity levels; facilitate conversations between clients and technical teams when needed.
- Knowledge Management & Discipline: Contribute to KlariVis’s Knowledge Base, FAQs, and documentation to support Tier 0 self-service; ensure secure handling of PII and adherence to SLAs, severity definitions, and escalation procedures; participate in post-incident reviews with Tier 1 insights and client communication records.
Requirements
What We’re Looking For
· Experience in customer support, helpdesk, or technical client-facing roles preferred.
· Experience in banking preferred.
· Familiarity with SaaS platforms and ticketing systems (Freshdesk or equivalent).
· Strong communication skills with a focus on clarity and empathy.
· Analytical mindset with the ability to spot trends and escalate effectively.
· Detail-oriented, disciplined, and committed to secure handling of client data.
· Ability to learn banking workflows and KlariVis product functionality quickly.
Why Join Us
· Make a direct impact as the voice of the customer.
· Work closely with technical and product teams to ensure client success.
· Grow your career in SaaS, data, and client support.
· Be part of a collaborative and innovative culture.
KlariVis offers a competitive compensation package that includes competitive salary, medical, dental, HSA health benefits, 401K match, and flexible time off.