Job Description

What You’ll Do

In the Technical Support Analyst role, you will be the initial point of contact for our clients in resolving technical and application related inquiries regarding our software product. In assessing and resolving end-user questions you will deliver world-class technical and application support to our dynamic and growing customer base.

 Responsibilities:

·         Help resolve software and technical questions for the customer efficiently and effectively

·         Gather the required information necessary in order to best handle customer software and technical inquiries

·         Manage customer expectations regarding estimated response times for issue resolution

·         Extensively research and document customer technical issues

·         Collaborate with Technical Support team members to properly manage customer inquiries and escalate when                  appropriate

·         Partner with Technical Support team members on various strategic projects when needed

·         Extensively research and document customer technical issues

·         Own customer technical issues from initial report to resolution, communicating with customers regularly                        regarding issue status

·         Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the                  Service Delivery, Software Engineering and Quality Engineering teams.

What We’re Looking For

·         Bachelor's degree from an accredited University or College

·         1+ year work experience in delivering software support preferably at a SaaS company

·         Must have passion for being part of a hard working, winning team

·         Must have ability to multi-task in a fast paced environment

·         Must have excellent ability to learn and articulate software-related and technical concepts

·         Must have strong active listening skills

·         Must have excellent Customer Service skills

·         Must have strong attention to detail when communicating with customers (verbal & written)

·         Must have ability to empathize with customers and convey confidence

·         Must have expertise working with Microsoft Excel

·         Must have strong documentation skills