Job description
🚀 KUBRA is Hiring: Technical Client Support Analyst!
Are you passionate about solving complex technical challenges and delivering an amazing client experience? At KUBRA, we’re looking for a Technical Client Support Analyst to join our fast-paced, collaborative team!
In this role, you’ll be the go-to expert providing tier-two technical support to our clients — tackling issues head-on, collaborating across departments, and ensuring smooth resolution every time. You’ll play a key role in troubleshooting, identifying, and escalating technical challenges while keeping our clients informed and supported.
You’ll also take part in our 24⁄7 on-call rotation, providing world-class support to clients with premium service agreements — because at KUBRA, we’re all about reliability, innovation, and client success.
✨ If you thrive on solving problems, love working with technology, and want to make an impact — this is your opportunity to grow with a leader in client-focused digital solutions!
This is a Hybrid role in Dallas, Texas.
What you get to do everyday:
- Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts
- Demonstrates strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders
- Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
- Report details on issues to developers and manage communications with clients as issues are worked on and resolved
- Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
- Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
- Assists with classification and prioritization of issues
- Execute case/ticket service requests requiring code and / or configuration updates
- Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking
- Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
- Lead weekly case review with key clients
- Participate in client meetings both on and off site as directed by their Team Leader
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
- Provide on-call after-hours support on a rotating basis
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Perform configuration and code changes on existing applications to meet customer needs
- Provide timely responses by phone, notes and/or email to clients for case/ticket/telephone inquiries
- Participate in client training on product/service features and functionality
- Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly
- Monitoring of systems
- Work on special projects as required
What kind of person should you be?
- Excellent verbal and written communications skills
- Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner
- Ability to collaborate with fellow team members and teams across the organization
- Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems
- Strong work ethic and dedication to providing 100% client satisfaction
- An interest in creating and tinkering with technology
- Familiarity with cloud/virtualized environments (such as AWS, Azure, Digital Ocean, or Google App Engine), relational databases, SQL queries, basic syntax, and C# or Java code is preferred
- Experience with reporting from enterprise applications and data warehouses is preferred
- Basic Linux command line skills are preferred
- Ability to create and edit HTML and embedded CSS, particularly for use in emails, is preferred
- Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C++, SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documents
What skills do you need?
- 0-1 year of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
- Demonstrated aptitude for troubleshooting technical problems
- A general understanding of servers, networks, enterprise software, and data integration between enterprise applications
- Experience with enterprise software in a support or advanced business user role is strongly preferred
- Associate’s degree or work experience demonstrating professional communication and inter-office skills
- Diploma or Degree in Computer Information Systems or related program is preferred
Equal Employment Opportunity: KUBRA is committed to the principles of equal employment opportunity. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law. We will provide accommodations during the recruitment process upon request by emailing [email protected]. Information received relating to accommodation will be addressed confidentially.
We thank all applicants for their interest; however, only candidates under consideration will be contacted.
