Job Description
The Customer Support Analyst sits at the frontline of the Phocas customer experience. This role ensures customers feel confident, supported, and successful using Phocas’ Business Planning and Analytics software through timely issue resolution, technical troubleshooting, and proactive communication.
This is an ideal opportunity for a technically curious, customer-first professional who enjoys solving problems, working across systems and data layers, and directly impacting customer success.
Phocas’ growth depends not only on acquiring customers but on ensuring they remain successful long after implementation. Exceptional support is a key driver of retention, advocacy, and product trust.
This role bridges technical troubleshooting, customer communication, and internal collaboration to ensure issues are resolved quickly, root causes are identified, and customer confidence remains high.
Why This Role Matters
- Customer Satisfaction: Direct impact on customer experience and confidence in Phocas.
- Retention & Advocacy: Strong support drives renewals and customer advocacy.
- Technical Excellence: Ensures accurate diagnosis across product, database, and ETL layers.
- Operational Efficiency: Improves support effectiveness through documentation and knowledge sharing.
- Cross-Functional Impact: Partners with global Support, Product, and Consulting teams across USA and Australia.
Team Structure & Growth Plan
Reporting to the Support Leader, this role partners closely with:
- Global Support colleagues across USA and Australia
- Product and Engineering teams for escalations and defect resolution
- Consultants for complex customer environments
- Customer Success Managers to ensure a seamless customer experience
What You Will Be Responsible For
- Deliver exceptional customer service using remote tools (TeamViewer, VPN, RDP, Teams)
- Triage and manage the support case queue via Jira, phone, and email
- Troubleshoot across OS, application, database, and ETL layers
- Diagnose root causes and either resolve or escalate appropriately
- Validate customer data extraction, staging, and integration processes
- Provide end-user guidance, training, and workaround solutions
- Maintain accurate case documentation and customer records in Jira and HubSpot
- Participate in major incident management and root cause analysis
- Contribute to knowledge base improvements and process enhancements
- Advocate for customers to ensure a seamless support experience
Who We Are Looking For
- 2+ years’ experience in a product or software support environment
- Experience handling support cases via phone, email, and ticketing systems
- Strong troubleshooting capability across applications, databases, and data flows
- Basic SQL knowledge and understanding of database design or data integration
- Proficiency with Microsoft applications and general business software tools
- Excellent written and verbal communication skills
- Highly organized with strong case ownership discipline
- Experience working remotely in a global organization preferred
- Financial, Accounting, or ERP knowledge advantageous
- Customer-first mindset with strong problem-solving curiosity
Why Phocas?
Phocas Software is a profitable, growing SaaS company with a loyal customer base and a category-leading product. With a clear path toward scaling from $70M to $250M and a reimagined GTM structure, this is a prime moment to join and shape the future of how we deliver value to customers.
We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you’ll have our full support.
As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.
Create your happy place
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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