Support Analyst

Support Analyst
Onit – Pune, Maharashtra, India – Full time (Shift Timing: 3:00 PM to 12:00 AM OR 5:00 PM to 2:00 AM IST)
About Onit 
Onit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies. Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and corporate legal departments bridge the gap between systems of record and systems of engagement.
 
Position Summary 
Onit is growing and we are in need of an experienced Lead Support Analyst . The role provides world-class technical support via phone, email and online, for clients utilizing Onit’s suite of products. We are seeking someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner. 
Key Responsibilities 

• Provide front-line and ongoing product and technical support for Onit’s products and solutions 

• Develop and maintain expert knowledge on Onit’s product suite 

• Educate users on all functions and features of our product line 

• Assist with management of account software subscriptions 

• Own and resolve customer and law firm escalations 

• Provide feedback and suggestions on product features, product performance, alternative solutions and market trends 

• You enjoy working in a fast paced-and dynamic environment, with minimal oversight and direction 

• You take responsibility for projects end-to-end, from idea to completion 

• Provide assistance, guidance, and coaching to colleagues where needed 

• Supervise team members to ensure they are performing optimally to meet or exceed metrics and goals 

• Participate effectively as an individual and team contributor within a multifaceted technology environment 

• Support delivery and implementation services as necessary 

• Work on special projects as assigned 

Qualifications and Skills  

• 2-4 years of related technical support is preferred (SaaS software preferred) 

• Ability to lead and supervise other team members 

• Demonstrated ability to quickly understand business requirements and expectations 

• Excellent verbal and written communication skills 

• Detail-oriented with strong organizational skills 

• Prior experience working on electronic e-billing or accounting experience 

• Excellent Microsoft Office Suite and general documentation proficiency 

• Ability to multi-task and prioritize across several projects simultaneously 

High aptitude and EQ