Support Analyst
Onit is hiring a Support Analyst on our fast-growing Support team! We are looking for a problem solver with a strong technical background. The ideal candidate enjoys helping others, is adept at understanding and addressing technical issues, and can communicate complex ideas clearly and simply.
Location: Remote
Responsibilities:
- Provide front-line and ongoing technical support for all Onit products.
- Field customer inbound emails, phone calls, and chat support queries through our CRM tool.
- Host screen shares to help diagnose problems.
- Responsible for identifying, troubleshooting, and verifying product defects. Report these issues to Product Management or Engineering through Jira for prompt resolution or future review.
- Educate users on all the functions and features of our system.
- Provide feedback and suggestions on product features, product performance, alternative solutions and market trends.
- On-call rotation.
- Proactively assists and supports colleagues to ensure seamless teamwork and cross-department collaboration.
- Participate effectively as an individual and team contributor within a multifaceted technology environment.
Skills/Qualifications:
- 2-4 years of related technical support or software implementations experience in SaaS software.
- Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
- Ability to multi-task, prioritize, and manage time effectively.
- Investigative curiosity and root cause analysis skills.
- Specific experience in the legal world is a plus, but not required.
- Excellent verbal and written communication skills.
- Excellent Microsoft Office Suite and general documentation proficiency (e.g. high proficiency in Microsoft Word functions is a plus)
- Experience with CRM tools like Zendesk and Jira is a plus.
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Seniority level
Associate -
Employment type
Full-time -
Job function
Information Technology and Customer Service -
Industries
Software Development
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See who you knowFeatured Benefits
Inferred from the description for this job
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Medical insurance -
Dental insurance -
Vision insurance -
401(k)
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