Customer Support Analyst on W2 Remote position
Title : Business Analyst / QA Analyst (with Customer Support Focus) Location : Remote Duration : 12 Months Rate : $ 20/hr on W2 Relevant Experience: 3-5 Years
About the Role
We are seeking a detail-oriented Business Analyst or QA Analyst to support a critical email upgrade and migration initiative. This role blends business analysis, quality assurance, and customer support, ensuring a smooth, well-documented, and user-centered migration experience across multiple offices. The ideal candidate is highly organized, technically curious, and comfortable engaging directly with end users through multiple support channels.
Key Responsibilities
Business Analysis & QA
- Collaborate with cross-functional stakeholders to elicit, analyze, and document business, functional, and technical requirements.
- Validate requirements and support QA activities to ensure migration readiness and quality standards.
- Maintain accurate documentation of processes, risks, issues, and outcomes throughout the project lifecycle.
- Assist in identifying gaps, dependencies, and improvement opportunities in migration processes.
Customer & End-User Support
- Provide direct end-user support during pre-migration and migration phases via multiple channels (email, calls, chat as applicable).
- Guide users through common upgrade-related tasks (setup, configuration validation, troubleshooting basic issues).
- Proactively reach out to users to validate readiness, technology requirements, and migration prerequisites.
- Respond professionally and empathetically to user inquiries, issues, and concerns, ensuring a positive support experience.
- Escalate complex technical issues to appropriate technical teams while tracking resolution progress.
Communication & Documentation
- Assist with the creation and maintenance of user guides, FAQs, and knowledge base articles.
- Track and report key support metrics (volume, frequency, duration, resolution status) on a daily, weekly, and monthly basis.
- Communicate clearly with both technical and non-technical stakeholders regarding status, risks, and next steps.
Qualifications
Required
- Strong organizational and time-management skills, with the ability to manage multiple tasks concurrently.
- Excellent verbal and written communication skills, especially when interacting with non-technical users.
- Demonstrated customer support or end-user assistance experience (IT support, service desk, application support, or similar).
- Strong attention to detail with solid analytical and problem-solving abilities.
- Ability to work independently and collaboratively in a fast-paced project environment.
- Basic understanding of email systems, end-user technologies, and enterprise IT environments.
Preferred
- Experience in Business Analysis, Quality Assurance, or IT project support roles.
- Familiarity with Microsoft 365 / Outlook environments.
- Experience supporting technology migrations or upgrades.
- Comfort working with ticketing systems, documentation tools, and reporting metrics.
Customer Support Skills Emphasized
- User-focused communication and active listening
- Professional handling of support calls and written requests
- Issue triage, prioritization, and escalation
- Documentation of support interactions and metrics
- Ability to explain technical concepts in simple, user-friendly terms
- Empathy, patience, and service-oriented mindset
Notes on Scope This role is not a traditional call-center position. End-user interactions are structured, tracked, and tied directly to migration readiness, quality assurance, and project outcomes, with continuous process improvement embedded. Regards, Shanthi Pedhiredla SOVEREIGN TECHNOLOGIES LLC Desk no - # 4 Direct no - () Certified Minority Owned Business ( MBE) Apply tot his job Apply To this Job