Job description
We are hiring a Technical Support Analyst to join our Customer Experience team. This person will be the frontline technical expert supporting our client’s CRM users. We’re looking for someone who enjoys problem-solving, is customer-oriented, and can communicate clearly when guiding users through technical issues. This role will report to the Head of CX and work closely with Customer Success and other support team members.
What you’ll do:
- Assist customers directly: Provide first-level support by understanding their challenges, answering questions, and guiding them through resolution paths within the app.
- Troubleshoot issues: Investigate and resolve escalated cases related to app behavior, workflows, and data accuracy.
- Escalate complex cases: Partner with Engineering and Product by documenting issues, filing tickets, and escalating when needed.
- Be the customer’s advocate: Identify recurring issues or usability concerns and share feedback internally.
- Document solutions: Maintain and update knowledge base articles and internal playbooks to improve resolution speed.
You’ll be a great fit for this role if you have:
Customer orientation: You care about solving issues beyond just closing tickets—you want customers to succeed with the product.
Problem-solving mindset: Ability to analyze issues and identify resolution steps.
Strong communication skills: You can explain technical concepts in simple terms, both in writing and speaking.
Curiosity: You’re eager to learn new systems and improve processes.
3-5 years in a customer support or technical support role (preferably SaaS but not required)
Ability to translate technical issues into clear, actionable solutions for customers
Familiarity with CRM or similar software environments (a plus but not required)
HMO with 1 free dependent upon hire
Life Insurance
10% Night Differential
20 PTO credits annually
VL and SL cash conversion
Annual Performance-Based Merit Increases and Employee Recognition
Great Company Culture
Career Growth and Learnings
Night Shift
Work from Home
60,000 - 64,500
