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Customer Support Analyst

  • United States Virtual / Texas Virtual / Pennsylvania Virtual / Tennessee Virtual
  • R-98121
  • Customer Service Staff
  • Full Time
  • Added

The Customer Support Analyst role is designed for someone with a customer-focused, can-do, positive attitude and a love of Excel and/or Oracle. You will interact with our customer base to resolve concerns and disputes with urgency and humanity. You’ll follow detailed processes and maintain inventory systems and records, so attention to detail is important as well.   Collaboration and teamwork are essential to our success, so a team player who has a natural drive to know more, solve problems, and work with others to simplify processes would be right up our alley. We need someone to partner with our customers to find the right solutions.  We also need someone to build internal relationships to create better processes that make it easy for our customers to do business with us.  In all aspects of the role, it is important that we maintain strong relationships with our customers that are built on trust, transparency, and integrity. 

What will be my duties and responsibilities in this job?  

  • Conduct research related to buyer order inquiries
  • Own a shared mailbox, ensuring that all buyer inquiries are resolved within appropriate timeframe
  • Work with Shipping and Picking teams to investigate Order discrepancies
  • Manage Device Unlock process with partners
  • Process and troubleshoot Kitting Orders for B2B and Retail teams
  • Support BStock Sales process logistics and own communication with BStock and partner support teams
  • Update and create FAQs on the HYLA Sales Website
  • Work with cross-functional teams to simplify and automate processes
  • Communicate with buyers
  • Create documents for buyers (LOA, Customs Clearance, etc)
  • Coordinate with Quality and Production teams
  • Participate in process documentation efforts for all assigned tasks
  • Crosstrain on key tasks to ensure continuity of customer experience
  • Prepare and maintain spreadsheets and reports to support order management and sales support activities
  • Support the Director of Business Fulfillment and Logistics and the broader Device Operations team

What are the requirements needed for this position?

  • Bachelor’s degree or higher and/or extensive experience in a related field, such as Supply Chain or Logistics.
  • 1-3 years of experience in a customer support role
  • Strong MS Office skills and a high tolerance for Excel and Oracle.  Other ERP experience would be a plus
  • Effective oral and written communication abilities
  • Strong planning, organizational, and time-management skills with a keen eye for detail
  • Experience working with multiple stakeholders in a problem-solving environment
  • Resilient with the ability to thrive in a rapidly changing environment
  • Willingness to work extended hours including nights and weekends when required
  • Ideal candidate will be located in TN, TX or PA.

Helping People Thrive in a Connected World
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at

For U.S. benefit information, visit For benefit information outside the U.S., please speak with your recruiter.

Our Culture Defined
Our unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn’t mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law in employment decisions.

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