Employment Category: Regular Full Time Exempt

Reports to: VP Customer Care & Operations

Position Summary

What You’ll Do/Position Summary

The Support Analyst is our gateway to support for our Indeavor Solution end users. This role involves triaging incoming requests, setting customer expectations in line with contractual agreements, and handling common problems.

Additionally, the Support Analyst assists with how-to guidance, feature requests, and contributes to the creation of Knowledge Base Content (KBAs). This position requires strong problem-solving skills, excellent communication abilities, and the capability to escalate issues to Level 2 support when necessary. Support Analysts must work in accordance with customer contracts and Service Level Agreements (SLAs).

The Support Analyst must be curious and logical, have excellent problem-solving skills to diagnose, evaluate and describe complex situations. Most importantly candidate must have the ability to empathize with our customers and communicate effectively both internally and externally.

Key Responsibilities

• Provide exceptional customer service in via phone, email and web conference
• Handling Indeavor Call inquiries and providing prompt assistance to customers
• Liaise with customers to triage reported issues, understand impact and provide deep analysis of the problem, to determine the type of request
• Set proper expectations with customer based on customer type and impact, so we can manage the customer to their contract
• Solve common support issues with in a timely manner and in accordance to the SLAs
• Use lower environments to thoroughly validate and understand functionality within the core product and applications to ensure a deep understanding of our customers configurations and use cases are understood and documented
• Thoroughly and clearly document understanding, assessments & recommendations, as required when handing issues to level 2
• Follow up with customers to ensure their issues are resolved
• Contributing to the creation and maintenance of Knowledge Base Content (KBAs) to facilitate self-service support options.
• Other duties as required

Skills, Education and Experience

• Bachelor’s Degree
• Excellent written and verbal English communicator
• A positive, team-oriented attitude with a desire to help
• Fast, self-motivated learner
• Critical and analytical thinking skills
• Flexibility in scheduling including early hours, and the ability to work some weekends and public holidays throughout the year
• Microsoft Office Suite

Other Considerations

• 1st and 2nd shift schedule
• Schedule will require some weekends and holidays during the year
• Special consideration will be given to candidates with business fluency in other languages, specifically German, Chinese, Portuguese and Spanish
• Candidate must be legally able to work in the US without sponsorship

Benefits: Health insurance, 401K, open vacation policy, dog friendly environment, exciting and fun work environment