Support Analyst

POSITION OVERVIEW
Onit is growing and we are in need of an experienced 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. 
RESPONSIBILITIES:
Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Support Analyst will have the following responsibilities and duties: 

• 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 

• 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 to colleagues where needed 

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

• Support delivery and implementation services as necessary 

QUALIFICATIONS AND EXPERIENCE:
The ideal and successful Support Analyst will possess most of the following skills and qualifications: 

• Demonstrated ability to quickly understand business requirements and expectations 

• Excellent verbal and written communication skills 

• Detail-oriented with strong organizational skills 

• 1-3 years of related technical support is preferred (SaaS software preferred) 

• Prior experience working on electronic e-billing or accounting experience is a plus 

• Excellent Microsoft Office Suite and general documentation proficiency 

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

• High aptitude and EQ