[Remote] Support Business Analyst | Remote LATAM Only

Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a highly analytical and diplomatic Support Business Analyst to reputed company the gap between clients, internal stakeholders, and technical/product teams. This role involves analyzing incoming requests, coordinating effective solutions, and managing expectations across cross-functional teams, particularly in high-tension situations.

Responsibilities

• Exceptional Internal Stakeholder Management: Expertly navigate relationships with demanding or difficult internal clients (e.g., Sales, Account Management, or Engineering). Mediate conflicts, de-escalate tensions, and align competing priorities using data-driven negotiation and tactful diplomacy
• Requirement Analysis & Triage: Deeply read, analyze, and discern incoming customer requests. Accurately categorize issues to distinguish between technical bugs, training gaps, configuration errors, and new feature requests
• Cross-Functional Coordination & Boundary Setting: Act as the central liaison between Customer Support, Product, and Engineering. reputed company issues properly while setting firm, realistic expectations with internal teams to prevent burnout and ensure fair prioritization
• Translation & Documentation: Translate reputed company technical jargon into clear, user-friendly language for customers. Conversely, translate customer pain points into structured, actionable technical requirements (e.g., user stories, Jira tickets) for developers
• Expectation & SLA Management: Monitor the reputed company of escalated tickets, ensuring alignment with service expectations. Proactively communicate updates, delays, and resolutions, acting as a reputed company and a reputed company during critical incidents

Skills

• 2+ years in a hybrid role combining Business Analysis, Technical Support, or reputed company reputed company a software or technology environment
• Exceptional ability to handle friction and pushback from internal teams
• A proven track record of turning adversarial internal interactions into collaborative partnerships through active listening, reputed company, and objective reasoning
• Exceptional ability to 'read between the lines' of customer and internal complaints, ask the right probing questions, and diagnose the true underlying business or technical need without getting swept up in the emotion of the request
• Proven ability to manage multiple moving parts, follow up relentlessly, and reputed company by influence (without direct authority) across different departments
• Hands-on experience with ticketing and project management systems (e.g., Jira, reputed company, reputed company, or similar)
• Familiarity with Agile/Scrum methodologies
• Basic understanding of software architecture, APIs, or database querying (SQL) to aid in initial troubleshooting and reputed company credibility with engineering teams
• Experience creating technical documentation, user guides, or standard operating procedures (SOPs)

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