Customer Support Analyst

La Vergne, Tennessee, United States | Contract


Customer Support Analyst – La Vergne, TN


Our client is a premier provider of targeted specialized insurance products in North America and selected other markets.  They are looking for a Customer Support Analyst to work in their La Vergne, TN office.  Estimated length of this assignment is 6 weeks. This is temp only right now but may change to temp-to-perm, but not confirmed yet. This is an on-site position, potential for hybrid overtime.


Job Description:

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 provide SIM Unlock results for their purchased devices. 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.


Primary Job Accountabilities/Responsibilities:

  • Looking for someone who is detail-oriented, able to follow precise instructions, comfortable with complex processes, and experienced with Excel
  • Primary responsibility will be assisting buyers with SIM Unlock requests
  • Consolidate Unlock Requests into a single Excel tracking sheet
  • Identify eligible and ineligible requests and respond appropriately
  • Translate daily Unlock Requests to correct format and submit to partner for processing
  • Track completion and outstanding requests and escalate delayed response times
  • Receive Unlock responses from partner and merge results with tracking file
  • Deliver Unlock responses to buyers
  • Learn and execute responses for Unlock fallout
  • Other responsibilities may be added if time allows



  • Bachelor’s degree and/or extensive experience in a related field
  • 1-3 years of experience in a customer support role
  • Strong MS Office skills and a high tolerance for Excel - Oracle or other ERP experience would be great as well
  • Effective oral and written communication abilities
  • Strong planning, organizational, and time-management skills with a keen eye for detail
  • Resilient with the ability to thrive in a rapidly changing environment