Senior Support Analyst

📋 Description

• Be the first point of contact for all customer questions and queries.
• Construct and execute plans to identify, escalate, and remediate operational challenges.
• Work with Sales, Customer Success, Implementation, Engineering, and Product on tickets.
• Collaborate effectively with peers across other teams and functions.
• Educate users and provide additional training where needed.
• Document support ticket trends; replicate and validate bugs for proper categorization.

🎯 Requirements

• 3-5 years in a customer-facing support role
• Fluent in English (written and spoken)
• Knowledge of ticketing systems (e.g. Zendesk, JIRA, Salesforce, etc.)
• Previous experience within a SaaS business environment
• Ability to distill complex concepts for different audiences with varying levels of technical expertise
• Strong organizational skills and ability to follow up on and track multiple issues/projects

🎁 Benefits

• Health insurance options plus generous PTO
• Pre-planned wellness holidays
• Retirement options
• Health and charitable donation stipends
• Impactful Business Resource Groups
• Flexible work hours and work-from-anywhere