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Network Support Analyst Jobs
Recruited by Akkodis 8 months ago
Address Kentucky, United States
Support Analyst Jobs
Company | Sierra Interactive |
Address | Louisville, KY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-19 |
Posted at | 9 months ago |
About Us:
- Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment
- Troubleshoot technical issues in our platform and work with our developers to identify, document, and fix problems
- Treat our customers with respect, kindness, and enthusiasm as you interact ongoing
- Learn our products and platform inside and out
- Identifying customers at-risk and helping to turn them around
- Help drive strategy to make our support platform more efficient and scalable as our customer base continues to grow
- Host group webinars and 1-on-1 trainings for our current clients, educating them on features and answering questions
- Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves
- Participate in new feature development by distilling customer feedback and providing your perspective as a platform expert
- You have 1 to 3+ years working in customer support or customer success
- Working with people makes you happy. You're a talented communicator and can artfully break down, solve, and explain complex issues
- You've worked in Basecamp, Help Scout, and a web-based CRM or similar programs
- Thrived in working remotely
- You take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn't scare you
- You're a hard worker with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details
- Real Estate experience a plus
- Knowledge of the fundamentals of web development
- You are not afraid to call a client to provide a resolution when necessary
- You're excited at the prospect of mastering a subject and working in it day to day. You take pride in teaching a topic, explaining a feature, and helping others understand problems -- and providing solutions
- Your writing skills are top notch. You have an engaging, conversational style and a solid grasp of grammar
- Experience providing support in a SaaS environment
- You are exceptionally good at noticing patterns and developing processes to make our team members' lives easier and our clients happier
- You're organized and able to juggle multiple priorities at one time. You have the ability to switch gears quickly and re-adjust your focus as needed
- You have proficiency in Windows or MacOS
- Paid health/vision/dental insurance
- Retirement plan with employer matching contributions
- A respectful and open work environment
- Competitive compensation (depends on experience, of course)
- 100% remote work
- Paid holidays and paid time off
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