Customer Support Analyst - Counting Opinions

Salary: $45,000–$60,000 annually, based on experience Location: Remote (Canada) Position: Full-time Position Overview The Customer Support Analyst supports Counting Opinions’ staff and customers by assisting with various data-related tasks, including prepping data files for importation, custom form and report configurations, and other day-to-day support requests. What You’ll Do Customer Support & Data Assistance Respond to customer questions via Help Desk, email and/or phone calls Help gather information to understand and resolve issues or redirect to those that need to be involved / notified Enter, review, and validate data for accuracy and completeness Document support requests (via the Help Desk) and corresponding responses throughout the support process Work with the team on more complex issues as needed System Setup & Ongoing Support Assist with onboarding new customers (set up accounts, forms, surveys, portal pages and reports) Import and organize customer data using Excel and similar tools Help maintain and update existing customer forms and reports Perform testing of new features and note any issues Documentation & Process Support Help update user guides, instructions, and documentation (web and document formats as appropriate) Follow established workflows and contribute suggestions for improving clarity and efficiency Additional Team Support As a small and collaborative team, we occasionally help each other with tasks outside our core responsibilities.