Experienced email support analyst needed for long term engagement

High-growth VC-backed startup, Hone ( is looking for a Support Analyst to join our team. We are a next-generation leadership development platform that delivers live, virtual leadership training. We have concurrent programs running in multiple time zones. We are looking for a support analyst in the APAC region who is experienced with using Zendesk to address customer questions and issues. This individual will need to have excellent written communication skills, meticulous detail-orientation, understand the customers' needs, and the ability to digest/review multiple sources of information at a time.

In this role, you will be the frontline champion for our valued customers, providing exceptional support through email communication using Zendesk. You will be the voice of the customer within the organization, identifying opportunities for improvement and contributing to the continuous optimization of our support processes.

Key Responsibilities include:

- Respond to and resolve customer inquiries through Zendesk within established timeframes.

- Diagnose and troubleshoot a wide range of customer issues, including technical problems, account queries, service-related questions, and more.

- Provide clear, concise, and accurate information in a professional and empathetic manner.

- Build rapport with customers and foster positive relationships, ensuring their satisfaction and loyalty.

- Proactively identify and document recurring issues, and escalate complex inquiries to appropriate teams.

- Analyze support data and trends to identify areas for improvement and contribute to knowledge base development.

- Maintain a positive and collaborative attitude within the support team.

- Creating and updating our external and internal resources for efficiency in self-service.

Key Skills and Experience:

- Availability to work up to 20 hours a week with overlap in US business hours

- Minimum of 2 years of experience in email support or a related customer service role.

- Proven track record of exceeding customer satisfaction metrics

- Excellent written and verbal communication skills, with a strong ability to tailor responses to diverse audiences.

- Proficiency in Zendesk, including ticketing management, knowledge base utilization, and reporting tools.

- Ability to work independently and manage multiple priorities in a fast-paced environment.

- Automation or AI experience using Zapier or Claude Cowork is a bonus, but not required.

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