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Software Support Analyst Jobs

Company

Coursedog

Address , Remote
Employment type FULL_TIME
Salary $70,000 - $80,000 a year
Expires 2023-07-26
Posted at 11 months ago
Job Description

Software Support Analyst

Coursedog is looking for a new team member to join our Support Team who will exhibit high energy, deep product understanding, technical skills, and a drive to get things done. We are looking for a team player with excellent organization and communication skills to handle customer service inquiries concerning Coursedog’s products.
You will act as a primary point of contact for functional and technical support for our customers and will work with Coursedog's customer success, product, and engineering teams to resolve issues, and share customer feedback to drive improvements. As a Software Support Analyst, you will be immersed in Coursedog's fast-paced environment and will be expected to proactively contribute suggestions and tangible artifacts centered around making our customers more successful.

Key Responsibilities

  • Work with Data and Product Engineers to resolve technical issues reported by customers.
  • Respond to incoming customer inquiries (technical and functional) about Coursedog products.
  • Identify resolutions in Product or Integration Configuration while determining any downstream impacts.
  • Document issues with screenshots and clear, concise notes for efficient cross-functional communication to determine and resolve issues.
  • Review the client processes, their system configuration, and prior documented decisions and make suggestions as to the resolution.
  • Introduce Product or Integration Configurations to Production after verification in QA/Staging and confirm resolution.
  • Actively contribute to our Help/Knowledge Center by working with the User Education Team to improve knowledge and address knowledge gaps.
  • Test any fixes or suggestions - on the client’s staging environment.
  • Investigate and analyze issues by ask probing and root cause analysis questions, documenting step-by-step replication, and escalating to appropriate team.
  • You will be communicating via support tickets (primarily inbound via Freshdesk), but in the future potentially expand to phone and chat.
  • Deliver excellent customer service in order to resolve customer issues, questions, and concerns, build confidence and retain relationships.
  • Achieve productivity-related targets including support tickets processed, average response time, the average time to close, customer satisfaction, etc.
  • Engage and track the progress of cross-functional teams - write up the issue and raise it to the Product Engineering or Data Engineering team and then track it through resolution, keeping the customer updated on progress and ETA throughout.
  • Demonstrate ability to accurately gather information and document customer issues to communicate to other teams.

Required Competencies (Knowledge, Skills And Experience)

Required
  • General experience troubleshooting where data is synchronized across multiple systems.
  • Extreme attention to detail.
  • Understanding of client/server technology, SSO, JSON, and Web Services.
  • Ability to identify downstream implications of configuration decisions
  • Customer-facing experience (you have dealt with customers directly, and you are a "people-person" who knows how to talk to clients).
  • Experience with Quality Assurance testing in software development lifecycle
  • Strong understanding of Internet principles, terminology, and functionality.
  • 2-5+ years of software support interfacing with external clients.
  • Ability to think on your feet and multi-task
  • Strong analytical and problem-solving skills.
  • Administrative knowledge of Enterprise Systems.
Preferred
  • Understanding Student Information Systems and Databases is a plus.
  • Certifications (i.e.S, CCNA) are a plus.
  • Familiarity with APIs and API tools (e.g. Postman, cURL) a strong plus
  • Preferred BS in Computer Science, related technical degree, or equivalent work experience.

Working at Coursedog

Employee Benefits
  • Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
  • Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.
  • Equity: You’ll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
  • Retirement: We offer a 401k plan on day one of your employment.
  • Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
  • Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.
Diversity, Equity, and Inclusion
Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives
We strongly encourage applicants from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
Accommodations
Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process.

About Coursedog

Our mission is to break down barriers to opportunity for students.
Coursedog provides higher ed with modern technology solutions – empowering institutions, students, and communities across the globe.
Coursedog's founding story is rooted in the desire to help students achieve their highest goals. In 2018, Coursedog's co-founders and then college students, Justin Wenig and Nick Diao, were frustrated by how difficult it was to get into the classes they needed to graduate on time. After speaking with higher education provosts and registrars to better understand how academic scheduling works, they came away with a vision that permeates the company today.

Coursedog has raised $23m in venture capital as a remote-first hyper-growth startup backed by YC & First Round Capital. We were recently ranked in Forbes top 500 US startup employers and our employee engagement scores rank in the top 5% of tech companies. Learn more about who we are here.

Apply Now

Our Hiring Process

Previous

Stage 4:

Panel Interview

Stage 5:

Final Interview

Stage 6:

Reference Check

Stage 1:

Applied

Stage 2:

Initial Technical Assessment

Stage 3:

Hiring Manager Interview

Stage 4:

Panel Interview

Stage 5:

Final Interview

Stage 6:

Reference Check

Stage 1:

Applied

Stage 2:

Initial Technical Assessment

Stage 3:

Hiring Manager Interview

Stage 4:

Panel Interview

Stage 5:

Final Interview

Stage 6:

Reference Check
Next

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