Support Analyst Jobs

Encompass Technologies is the Maker-to-Market for the Modern Beverage Industry. We are modernizing the beverage industry supply chain to unlock new levels of growth and efficiency for our customers

Our ERP software solutions reach all the way from manufacturers to consumers. Our web-based, mobile-friendly solutions improve our customers’ accounting processes, production, inventory and warehouse management, sales and delivery, route planning, and so much more!

We are a team of proven innovators who are mirror images of our customers—people who aren’t satisfied with the status quo. Through our innovative solutions and ever-expanding network of customers and partners, we are bringing to life our vision of a digitally connected supply chain. You can find out more about Encompass at EncompassTech.com.

Encompass is seeking a motivated problem solver to communicate directly with Customers via phone, email and our online task system. Support analysts provide guidance on best practices for the usage of our products. Our team members analyze, debug, and resolve simple and complex user issues. Great analysts are passionate about solving problems and great at Customer communication, documenting issue status, reproduction steps and progress. Our team of analysts also participates in the onboarding of new Customers and may travel to Customer sites as needed to deliver on-site training. Our Support analysts can advocate for product enhancements and fixes on behalf of their Customers.

Key Responsibilities

• Drive UI/UX improvements and new functionality by surfacing client feedback to Product, Engineering with a focus on potential solutions
• Assist our Customers on the Encompass platform, including (but not limited to) troubleshooting escalated technical issues in real time and providing best practices via phone, email and chat
• Work closely and collaboratively with the full Support team to share learnings from experience to grow internal knowledge
• Identify and surface trending Customer/product issues to internal teams
• Assist in training junior Support Analysts
• Gather Customer feedback and share with our Product, Sales and Marketing teams in order to create continuous improvement on how we build and communicate about our offering
• Maintain a focus on efficiency by meeting or exceeding KPI targets including Quality Assurance stats (QA), Customer Satisfaction (CSAT), and productivity (e.g., tasks solved per day)
• Inform Customers about new features and functionalities to drive utilization and retention

Preferred Qualifications and Skills

• Customer-facing experience, including Excellent written and verbal communication skills
• Ability to thrive in an environment with competing priorities
• Demonstrates the ability to work on a team and independently, delivering high quality work on timeDisplays a passion about learning new technologies and skills and can stay current in a constantly evolving product which has frequent releases
• Displays a passion about learning new technologies and skills and can stay current in a constantly evolving product which has frequent releases
• Have experience using Windows, iOS, Internet Browsers, Android, and iOS platforms
• The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions-oriented mindset to solve issues
• Demonstrates a “can-do” attitude, and are highly motivated to show up to the challenge
• Experience in Supporting a software product (Preferred)

Education and Experience

• 2+ years of experience in a software customer support position
• Bachelor’s Degree in Computer Information Systems or equivalent professional experience

Additional Details

This role will receive a competitive salary + bonus + benefits. The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.

Annual Salary: $45,000 - $55,000 + bonus

A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.

If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.

Location: We are a hybrid work environment. This role can be remote or located in our Fort Collins office.

Our Values

Our values shape the way we work together and serve our customers. They provide insight into our goals of disrupting the industry, figuring out better solutions, and doing so as part of a fast paced, cohesive, fun-loving, and supportive team.

• Win Together
• Own It
• Iterate & Learn
• Do the Right Thing
• Be You

Be You@Encompass

At Encompass, we aim for all of our employees to feel engaged, valued, and free to be themselves. We celebrate diversity and are committed to creating an environment of belonging. Encompass is proud to be an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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