Technical Support Analyst

Our growing Support Team is looking for a Technical Support Analyst! We’re looking for a customer-focused technologist who will provide advanced technical support, advice, troubleshooting and general assistance to customers for all features of our Customer Relationship Management (CRM) web application. You will also have the opportunity to lead a consulting engagement to help implement our CRM product for one or more of our customers.

 What You’ll Do

• Respond to technical inquiries related to the Unanet product
• Evaluate, research, and troubleshoot product issues
• Use a ticketing system to manage incoming support requests, and document all customer interaction
• Prepare detailed description of escalated issues, including impact and steps to replicate
• Provide written and verbal customer assistance through tickets, phone, and web meetings
• Leverage and contribute to the support knowledge base
• Become highly proficient with the Unanet CRM software
• Work with subject matter experts from other groups where necessary to resolve customer issues

Your First 90 Days

In your first 30 days, 

• Learn our product features and how we support our customers
• Become proficient with Unanet’s ticketing system and common resolutions
• Familiarize self with knowledge center articles and contribute to new support articles
• Enroll in and complete Unanet product trainings

In your first 60 days,

• Provide templated responses to common, recurring customer issues
• Provide ticket statuses to customers in real-time
• Field escalated issues and escalate further as needed
• Assess need for other groups to resolve issues and monitor the status of work
• Route tickets for other groups and track progress/update customers on progress
• Begin answering calls and emails from our customers with support requests
• Document all customer interactions
• Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
• Begin cross-training with the FDC/Integrations and Data groups.

 In your first 90 days,

• Begin assuming technical support tickets with greater autonomy and discretion
• Leverage your team as needed on more complex technical support requests
• Author and edit knowledge center articles to drive efficiency with out team
• Complete all assigned product trainings and demonstrated learned proficiency in our web and mobile offerings

Who You Are

• 3+ years of software technical support experience
• Experience with SQL
• Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
• Skilled at uncovering the true need of the customer in order to create the proper solution
• Bachelor’s Degree in Computer Science, related technical field, or equivalent industry experience

Differentiators 

• Experience working with a CRM
• Possesses high level of initiative and is cable of working both autonomously or in a team environment

Our Values

• We are a Team. Employees, customers, and partners working together.
• We are Customer-Focused. Customers are the heart of everything we do.
• We are Driven. Seeking exceptional outcomes.
• We Own our Success. Every employee has a stake in our company.
• We do the right thing and have fun in the process.

The salary range for this opportunity is $65,000 - $75,000 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits.

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.